Director, Client Support, LACC
Fiserv
Barreal de Heredia, Cartago
hace 10 días

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
  • Basic

  • 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
  • Preferred qualifications

  • 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!

    Need answers to a question about our process? Curious to learn more about next steps once you apply? Selecting your next career is no small matter, so that’s why we are here for you every step of the way.

    Learn more about our application, selection and hiring process, and get the answers you need to FAQs about recruiting at Fiserv.

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