What does a great (Business Operations Analyst) do?
The Business Operations Analyst within Card Services is responsible for supporting the operational needs of Fiserv Card Services Client Executives assigned to dedicated financial institution clients, who partner with our Financial Institution clients to invest in Fiserv products and services. In providing the necessary operational assistance, those managing the strategic relationships can remain focused and additional sales opportunities. Each Business Operations Analyst is responsible for understanding the nuances associated with the product/services and for providing support across the Regional, Community and Super Community space. The Business Operations Analyst interacts with client contacts, account management team, and other Fiserv Business units and departments.
The position can be performed from a remote location or may be filled in one of the main Fiserv facilities. Depending on various projects, the candidate may be required to work extended hours in order to support our Client Executives and clients.
High attention to detail with experience demonstrating strong analytical, financial and decision making skills under extremely tight timeframes and in high pressure environments.
Ability to effectively prioritize issues, take initiative, and work independently with a strong sense of accountability.
Strong written and oral communication skills.
Become knowledgeable in all products and offerings within Card Services, including pricing, and availability of cardholder type.
Create, submit and track Project Service Requests (SR) & Engagement Requests
Attend scheduled calls with various Card Services BUs to follow up on any escalations or scope changes on an as needed basis.
Perform research as needed by Business Operations Manager.
Support Client Executives in pursuit of new business opportunities, including strategic planning.
Must be comfortable delivering presentations to small and large management level groups within Card Services Experience with matrix organizations consisting of cross-functional processes and teams.
Poised and composed interaction with all levels of the organization
Develop a deep understanding of Account Management goals and objectives to help them succeed.
Contribute new ideas, owning your results, being accountable for your decisions and actions, and delivering quality in every interaction.
Understanding of Card Services business model required
Serve as main internal liaison to internal Fiserv teams, primarily Regional, Community & Super Community CEs
Escalation point on issues (first line escalation remains Client Services)
Promote and maintain positive client and internal business unit relations
Essential Job Responsibilities:
Participate in product launch process to represent CE/Client needs & perspective
Identify gaps in product support & collaborate internally to address
Monitor launch activities to ensure the CE Team and clients are prepared
Ensure Service Request is ready and includes CE requirements
CE/Client advocate; representing perspectives for various organizational initiatives
Marketing / Sales Support
Assist with product campaign initiatives
Assist in defining collateral and list data requirements
Monitor and report on campaign progress
Identity course corrections as needed
Identify and implement ways to streamline processes in support of CE & Client community
Support CE operational tasks when appropriate
Identity challenges and track patterns to determine root cause
Address challenges of various departments to monitor and establish adherence to SLAs
Develop documented procedures from perspective of new Client Executive where appropriate
Fast paced, high demand
Home Office space must be separate from common areas of the home
Office space must be contained in a permanent structure with a physical address
Noises not affiliated with an office environment must be controlled
Access to home office must be reasonably controlled to prevent damage to equipment or access to sensitive data.
Basic Qualifications for Consideration:
AA or AS Degree
3 or more years of EFT & Debit Financial Services industry experience required.
Advanced analytical skills required
Excellent verbal and written communication skills
Excellent organizational skills
Professional appearance and ability to travel upon request
Computer proficiency with strong MS-Office Suite experience (particularly with Outlook, Word, Excel, and PowerPoint) and the ability to become proficient in Excel (specifically VLookups, merging of spreadsheets, and Pivot Tables).
Able to work 8am-5pm EDT, travel up to 10%, & work extended hours as needed.
Preferred Skills, Experience, and Education:
3 or more years of Card Services Account Management experience preferred
Remote work experience
Travel required: As needed, no more than 10%
Who We Are: We are collaborative team leaders who lend ourselves to multiple departments in order to create efficiency, cohesiveness and structure that will exceed the expectations of our counterparts and across the Card Services Division.
Fiserv is an Equal Opportunity Employer/Disability/Vet.