What does an outstanding Client Support Director do?
You will lead a team that handles incident tickets and tasks that have direct impact on client operations. Are you known for your troubleshooting expertise?
Do you have experience working with vendors and software development teams? Are you great at customer service, time management, communication, problem solving, project management and analysis?
If you have deep knowledge of technology and can make makes high level decisions, we want to hear from you.
You can expect to :
Facilitate monthly meetings with the Service Delivery Team
Lead employee engagement initiatives
Lead LACC management team
Handle LACC client support operations
Handle the departmental budget
Direct outsourced projects.
Perform Monthly / Quarterly Service reviews to identify potential improvements
Hire, lead and mentor staff
Visit client / partner sites and so you'll need to be flexible in you working location
Lead SLA Compliance with a focus on quality as evidenced by no critical issues
Deliver improvement projects
Maintain guidelines for ServiceNow / ServicePoint to track and monitor all incidents
Develop the staff’s business insight on Fiserv solutions and services to help them service clients regardless of the solution or services committed by Fiserv to Client.
Demonstrate a keen aptitude to understand technical architecture and systems integrations plans and discussions that are typical within a bank
Work in dynamic, growing public company with high expectations
Minimum of 6 years leading teams in charge of software support or account management
Bilingual (Fluent Spanish and English)
5-7 years of previous project management and / or relevant consulting experience.
Experience in project management processes and methodologies as well as project lifecycles.
Experience in driving large scale change efforts.
Experience with matrix management of processes and teams
Bachelor degree in business administration with strong IT experience
Able to demonstrate a deep understanding of the key principles of service management, continuous improvement, and meeting SLA’s
Experience resolving issues expeditiously, identifying root causes and recommending process improvements.
Experience finding opportunities to improve productivity / reduce costs.
Portuguese a plus
Travel required : May have up to 40 % travel.
Travel required Who we are :
Be part of an exceptional organization with a culture, rooted in our collective pride and recognition of each other’s accomplishments.
We celebrate our people every single day which reflects the commitment and dedication associates worldwide bring to Fiserv and our clients, 365 days a year
Fiserv is an Equal Opportunity Employer / Disability / Vet. Apply now!
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