Fiserv Manager, Client Implementations in Dallas, Texas

Position Description

What does an Excellent Manager of Client Implementations do?

In the role of Manager of Client Implementations for Fiserv’s Biller Solutions On Demand product suite you are accountable for providing technical, business, and associate leadership to project-wide teams. Under minimal supervision you will use your technical knowledge, business acumen, and a thorough understanding of the business application to successfully upgrade and implement our products. We are looking to you to increase the technical expertise of the team as a whole by introducing new technologies and by acting as a mentor to others.

As a leader of the team you will facilitate the resolution of product architecture, client satisfaction, project quality and project timelines adherence as it pertains to CI projects. You will work with customers, product, internal and external business partners, and technical staff to facilitate improvements and enhancements. You must demonstrate advanced multi-tasking and client management skills under tight deadlines and constraints.

Essential Job Responsibilities :

  • Management accountability of the full software development and/or client implementation lifecycle for multiple teams of developers and testers in an agile environment.

  • Managing relationships with internal and external partners during the implementation process to ensure issues requiring escalation or increased management attention are promptly addressed.

  • Ensure the effectiveness of the client facing / relationship among delivery teams (Leads, Developers, Quality Assurance Analysts) to meet client expectations

  • First line of management level escalation from our internal and/or external clients. Capable of leading and facilitating root cause discovery, improvement suggestions, and overall issue resolution accountability with our clients and internal partners.

  • Managing staff, either directly or through matrixed Global Services line managers/leads, to implement clients in the most efficient, time driven manner. Overall responsibility for the total quality of the technical deliverables with their delivery teams.

  • Mentoring technical staff during projects to ensure continuous improvement. Includes working with each resource, whether a lead or individual contributor, to define and act upon career paths and obtain appropriate training. Is responsible for the hiring, training, development, performance appraisals, corrective action and pay review of staff.

  • Coordinating with internal Fiserv groups including Development, Database Engineering, Project Management, Account Management, and Distributed Systems Operations and Network Engineering to identify and implement improvements to the client implementation process.

  • Developing and establishing team standards and procedures. Recommends efficient ways to ensure best implementation practices of new or existing products.

  • Providing information to Sales Support teams to assist in closing new or renewed business that maximizes Fiserv’s ability to implement.

  • Responsible for executing against the overall Client Implementation and Project Maintenance strategy in partnership with Program Management Office leadership

  • Provide input on development of operational metrics, track to those established and approved metrics, and systematically communicate results

  • Track capacity, forecasting, and staffing levels to ensure operational efficiency and demand

  • Contribute to future direction of Biller Solutions and the overall Implementations organization by partnering with other members of management

  • Where applicable, actively manage team budget

  • Execute to and suggest improvements to processes related to the SLDC model

  • Assist with the identification and definition of new improvement initiatives that aid in client satisfaction improvement

  • Provide operational data and input into annual planning process

  • Collaborate with product management and product development to ensure client and operational needs are being prioritized and met

Required Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or related field.

  • Requires 7 plus years of professional experience in an Information Technology role

  • Previous management experience with direct reports

  • Minimum of 5 years’ experience in Financial Services (either banking, technology or consulting) and/or Mobile Technologies

  • Experienced in the day-to-day practicalities of Software Development Lifecycles such as Scrum, Waterfall or the Rational Unified Process.

Preferred Qualifications:

  • Proven practical experience with software product development/management processes and software configuration management.

  • Working knowledge of C#, .NET, MVC, T-SQL, APIs, PKI is a plus.

  • A solid understanding of software development patterns and their application in several programming languages.

  • At least 5 years of experience writing software or leading software development teams. Software development experience should include distributed server solutions with rigorous quality, scalability, robustness and reliability requirements.

  • Experience in communicating and presenting business or solution proposals to internal and/or external clients

  • Working knowledge of Relational Database (MS SQL Server, Oracle), SSRS, HTML, XML, FTP and Microsoft Office Suite.

  • Experience with Fiserv products and services are a strong plus.

Travel Required :

Up to 25%

About our Business:

The Biller Solutions Division within Fiserv offers hosted technology solutions for consumer billing and payment to companies of all sizes and industries. Our solutions equip companies with the ability to offer their consumer base electronic paperless billing (e-bills) and electronic payments (one-time, card funded, recurring, registered, ACH funded, etc.) in channels including the company’s website, bank or financial institution websites, via the phone or through walk-in locations like Walmart. Our clients are varied and include small local water companies, medium sized regional electric utilities and large national auto lenders, credit card issuers and telco/wireless providers. We also operate a direct to consumer website called MyCheckFree.com

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.