Fiserv Director, Program & Project Management Services, Bank Solutions in Alpharetta, Georgia

Position Description

Position Purpose:

The purpose of Director, Program & Project Management Services is to build, manage, and drive vision for a successful PMO within the Bank Solutions, Professional Services in support of Large Bank, Signature and Premier ASP businesses- resulting in improved execution and client experience. The Director will be responsible for staffing and leading a high performing team that includes project management leaders, senior project and program managers in Professional Services. The Director will be responsible for oversight and successful outcomes for highly complex client-facing projects and programs within portfolios for multiple lines of business. The Director will be responsible for providing strategic direction and collaborating with peers and leaders across Bank and Fiserv to solve for near and long-term delivery improvements that drive quality execution and improved client experience.

*Essential Job Responsibilities: *

  • Accountable for the success delivery of business results tied to the most complex projects and programs across multiple business unit portfolios, enabling LTR through improved execution and client experience. Responsible for oversight mechanisms to proactively review performance.

  • Proactive intervention, leading escalations when business results are at risk.

  • Takes ownership of and ensures timely resolution of escalations/ exceptions.

  • Responsible for inclusion of delivery considerations upstream in sales cycle, evaluating deal complexity to inform delivery approach and resource needs.

  • Collaboration with designated Business Units on PM intake prioritization, options and staffing decisions. Responsible for the optimization of talent, measurable goals and accountabilities, driving actionable development plans in alignment with desired competencies, and acquiring talent through competency-based hiring practices.

  • Inclusive of both leadership and individual contributors.

  • Responsible for the continuous assessment, definition, and implementation of process efficiencies to enable maximum utilization of resources and effective execution and controls.

  • Liaison with BU leaders, client partners, service partners, GSO and respective associates to effectively and proactively communicate, collaborate on execution and deliver on quality within a defined and predicable delivery framework that collectively resonates in the customer experience outcome.

  • Defines, monitors and responds to KPIs that report on pipeline and execution portfolios, financials and performance measures.

  • Ensures adherence to and proper organization usage of standard project/program management practices.

  • Emphasis on upfront planning & solution focus.

  • Deliver results that directly and indirectly meet Bank Solutions growth and revenue targets.

/The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities./

Required Qualifications:

*Education: *

  • A Bachelor’s Degree in Computer Science, MIS or equivalent education in a related discipline is required.

Job Related Experience:

  • 10+ years of Financial Institution solutions provider experience across a number of disciplines.

  • 8+ experience in large-scale project/program management environment and/or relevant consulting experience required.

  • Proven experience in driving tactical and strategic results across areas of primary and secondary areas of knowledge.

Additional Skills/Knowledge:

  • Take Ownership – Instinctive drive to realize success

  • Client centricity

  • Experience with implementation and support of execution activities

  • Experience in documenting workflows, processes and accountabilities

  • Proven experience in being able to ‘evolve’ or ‘transform’ functional processes for improvement.

  • Proven experience in being able to assess and develop talent

  • Knowledge of execution methodologies

  • Possess PMP or related certification is beneficial

  • Exercises creative approaches to complex situations

  • Proven ability to build and possess a strong network within the organization

  • Adept at collaboration and influence across a wide array of constituencies

  • Able to confidently interact with external, as well as, internal clients

  • Strong writing skills are required.

  • Experience with other standard office software, such as Microsoft Excel and Project

  • Experience in a financial institution is beneficial


  • 20-25% travel as needed

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit for more information.