Fiserv VP, Client Management, FRMS in Alpharetta, Georgia

Position Description

  • Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that positively effects change? Are you up for a challenge of driving client experience forward?*

You can “Find Your Forward" as part of our team at Fiserv, a FORTUNE™ 500 member, and you will join the industry leader in financial services technology. With more than 23,000 associates around the world, we’re pushing the boundaries of what’s possible in financial services with deep expertise and a dedication to innovation.

"Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world." - Jeffery Yabuki, President and Chief Executive Officer

It is an excellent time to join Fiserv and take on a rewarding and meaningful role that helps to drive significant change in a rapidly evolving and growing organization. At Fiserv, you'll find a collaborative environment that values partnership and flexibility. Our rare combination of expertise and creative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We're helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us

What does an exceptional VP of Client Service Management do?

We are seeking a seasoned leader to define, design, deliver, and champion the ideal client experience for FRMS. As the VP of Client Management, you will be in charge of building and leading a team of Client Services Executives. You reports up to the SVP of Client Experience for our business.

You'll be the primary owner of the end-to-end client service experience, dedicated to directing client operational issues, activities, and resources within FRMS, and across Fiserv. You will be responsible for driving client retention and satisfaction through quality control, process management, and by building a strong network of cross-functional relationships.

Success in the role will be measured on references and client surveys (client advocacy/LTR), internal surveys, client and revenue retention (renewals/attrition mitigation), and customer concern mitigation.

YOU CAN LOOK FORWARD TO:

  • Leading client operations by handling issues and customer concerns. Accountable for the deployment and maintenance of case management/service delivery models, as well as accompanying SLAs and metrics.

  • Ensuring client satisfaction by building client relationships and consistently deliver on commitments; delight clients at every opportunity.

  • Championing clients by ensuring client’s needs are taken into account in all key decisions.

  • Driving process and cultural changes that will increase retention/renewal rates and client referenceability, as measured by our Fiserv Client Relationship Survey (aka Client Loyalty survey).

  • Leading initiatives related to increasing client adoption and utilization of Fiserv platforms.

  • Utilizing both qualitative and quantitative client feedback to build journey maps to identify standard methodologies and address pain points.

  • Developing and supporting a robust voice of the client program that captures both annual and transactional feedback in a unified platform, allowing the organization to take action on data.

  • Leading cultural and change management initiatives by empowering, inspiring, and training our internal teams on how great service looks and feels. Provide the tools, motivation, rewards and recognition to drive adoption.

  • Collaborating across product lines, across functional groups, and across business units by cultivating partnerships with partners to build cadences that support efficient and thorough issue resolution. Breaking down organizational silos to create a persistent client-first mentality across all levels.

  • In partnership with the FRMS Operational Excellence CoE find opportunities for process improvement. Help revamp broken/inefficient processes, and design new ones.

BASIC QUALIFICATIONS FOR CONSIDERATION:

Education:

  • Bachelor’s degree in Business Administration or other applicable business discipline required

Job Related Experience:

  • 15+ years’ experience in a Client Services or Account Management role

  • 10+ years’ of Technical Financial Services experience

  • Executive level experience in leading a customer success team in the SaaS marketplace

  • Experience in growing, managing and inspiring internal teams; strong leadership and organizational skills complemented by relationship-building management style

  • Proven successful management experience, particularly in a high-paced, transformative environment

Knowledge/Skills/Abilities:

  • Strong empathy for customers and passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Exceptional client-facing skills with ability to diffuse challenging executive-level situations

  • Mastery-level skill in identifying areas of dissatisfaction in the client experience and developing plans to monitor and make improvements to the experience, ultimately leading to client delight

Travel

  • 25% travel required including Fiserv locations and events as well as regular client visits.

Who 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. Our solutions are offered in multiple delivery modes including software products, client-funded development, alliance services, consulting, ASP and hosted services.

Our key areas include:

  • Financial performance management solutions for budgeting and planning, financial accounting, and funds transfer pricing and profitability

  • 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

  • Financial control solutions for reconciliation, exception management and account certification

  • Solutions for ACH, treasury management, check capture, case management and resolution, and enterprise content management (ECM)

  • Consulting services through the Payments Performance Management team

FISERV IS AN EQUAL OPPORTUNITY EMPLOYER/DISABILITY/VET

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.