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Calling all innovators – find your future at Fiserv.We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.Job TitleManager, Client ServicesWho We Are:The Financial & Risk Management Solutions business (FRMS) at Fiserv helps financial institutions optimize their use of and return on capital by making risk actionable and transparent within their organizations. Solutions are offered in multiple delivery modes including software products, customer-funded development, alliance services, consulting, ASP and hosted services. Key areas include:
Financial performance management solutions for budgeting and planning, financial accounting, and funds transfer pricing and profitability (EPM)
Financial risk management solutions for credit, market and liquidity risk as well as asset/liability Management
Financial crime risk management solutions for fraud and money laundering detection and mitigation (FCRM)
Financial control solutions for reconciliation, exception management and account certification (FCS)
Solutions for ACH, treasury management, check capture, case management and resolution, and enterprise content management (ECM)
What you will be doing:
Proactively assess and develop plans to address/optimize areas to improve efficiency and effectiveness in how we support Fraud clients.
Provide guidance, direction and coaching to the Fraud Client Services team that encourages building stronger, broader and deeper relationships across a client’s organization.
Develop and implement a plan to improve client satisfaction.
Track and monitor key benchmarks.
Lead teams of Client Service leaders responsible for day-to-day operational support, service issue management and overall ownership of issue resolution and associated internal and/or external communication(s).
Balance initiatives with professional judgment to accomplish difficult tasks though other people, this may include running a sponsored program using matrix resources.
Maintain high client retention, monitor client satisfaction, facilitate improvement as needed, and regularly communicate with client’s key stakeholders in conjunction with the Account Executives.
Entails functional and process leadership responsibilities which are highly ambiguous, complex and tactical.
Manage client escalations to ensure client satisfaction. Issue resolution skills and experience are required, coupled with excellent follow-up skills.
Establish and maintain effective relationships with the Fraud executive team.
Leverage industry trends and Fiserv offerings to demonstrate Fiserv value proposition.
Acquire, develop, and manage talent capabilities of Client Service leaders, with demonstrated ability to coach, motivate and drive results.
Develop & improve training programs for staff, inclusive of an ongoing knowledge management strategy that allows AEs to keep up to speed on products and services, as well as client success stories.
Understand and effectively manage employee satisfaction.
Work closely with sales, marketing and product teams to identify developing client needs.
Work closely/collaborate with all leaders within Client Services, as well as cross-functional leadership, with a focus on maintaining superior customer service levels and strategic insight/partnership.
Exhibit professionalism and polish when presenting in front of diversified audiences of stakeholders.
Excellent executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
Provide team leadership and coaching to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Continually develop team, recognize/celebrate team and team member accomplishments and exceptional performance.
Performs other duties as required.
What you need to have:
Bachelor’s degree in business, finance or related field preferred; equivalent work experience may be substituted.
Minimum 5+ years’ experience in financial services required.
5+ years of supervisory/management experience required.
Excellent communication skills, both written and verbal.
Ability to build strong relationships with clients and internal stakeholders.
Ability to build detailed processes, procedures and measurability standards.
Attention to detail and exceptional organization skills are a must for this position.
Dedication to quality and high-level customer satisfaction
Travel required :Fiserv is an Equal Opportunity Employer/Disability/Vet.This role is not eligible to be performed in Colorado, California, New York or Washington.Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.Thank you for considering employment with Fiserv. Please:
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
What you should know about us:Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE™ 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.Our commitment to Diversity and Inclusion:Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Warning about fake job posts:Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.
