Director, Product Management, Workcase Management

Fiserv, Inc. New York , NY 10007

Posted 3 months ago

What does a great, Director of Workcase Management do?

You will ensure that Fiserv delivers best-in-class case intake, cross-team workflows, case enrichment, tracking and reporting capabilities which are core to our Credit and Retail Processing product line, client-centric and create business value.

In this role you will ensure our solutions maximize revenue and improve operational efficiency through charting and executing on the product roadmap, business plan and commercialization of the Workcase Management product line.

You will be responsible for the full lifecycle management of our Workcase Management product. This includes the utilization of market research, the evaluation of technology trends and capabilities, and the translation of client-needs into a product roadmap. You will lead cross-functional product initiatives to execute against your roadmap focused on specific success metrics including financial targets, product adoption and client satisfaction.

As a Director, Workcase Management, you can look forward to:

  • Strategic Planning: Chart the strategic direction and plan Workcase Manager based on market research, competitive analysis, financial planning, and gap analysis of market needs vs. current capabilities.

  • P&L Responsibility: Own the success of Workcase Manager from a financial perspective, ensuring that targets are set and met via collaboration with sales, marketing, development, service, and implementation.

  • Product Plan and Roadmap: Craft the product plan and roadmap to drive the enhancement and development of next generation of case management solutions leveraging market trends analysis, competitive analysis, design thinking, user experience definition, and client feedback. This product set spans case intake, case workflows and routing across teams, case status and information integration, reporting & business intelligence, and contractual and regulatory reporting.

  • Product Development: Partner with core credit processing product teams, technology, and implementation to enhance and develop products and capabilities using development best practices. Identify and execute opportunities to accelerate the product development velocity.

  • Partner Management and Product Expert: Partner with strategic suppliers and software providers to co-develop world-class work case management capabilities which will deliver compelling value for our clients and business. Act as a subject matter expert on case management solutions with our internal partners and top FI (Financial Institution) clients, in partnership with our market management team.

  • Commercialization: Make build, buy, partner decisions across market management, marketing, sales, and technology to build the next generation of case management including packaging and pricing to optimize value for clients and Fiserv.

  • Business Outcomes: identify and track operational metrics that will enable you to effectively manage your product line with a focus on client and business value creation. Track timely delivery of enhancements to ensure client satisfaction and business value.

  • Product Initiatives: identify and lead strategic product initiatives focused on product digitization and consolidation, enabling you to have broad impact across Fiserv.

Basic qualifications for consideration:

  • Develop and execute the Workcase Management product plan and roadmap

  • Lead a cross-functional team spanning product, market management, technology, external partners, and client management to deliver against your product plan while developing highly collaborative partnerships across the Issuer Solutions business unit.

  • Build product requirements and business requirements based on market analysis, business strategy and client need

  • Validate and prioritize requirements including defining benefits and impacts of product releases across the organization and clients

  • Effectively communicate product line value proposition, proof points and updates on progress to broader organization and clients - leveraging marketing and market management support

  • Meet with top clients as a subject matter expert - collecting feedback / insight, ensuring appropriate support for key enhancements

  • Drive performance against product line and initiative revenue and cost goals

  • Participate in sales activities and be a key influencer in building a marketing and sales strategy in conjunction with our marketing and sales teams

  • Work closely with sales, development, and professional services to ensure requirements are interpreted correctly in detailed design specifications and in the construction of the product assigned. Develop launch plans, define product requirements, and ensure key product collateral exists (i.e., product guides, sales presentations, demo scripts, flash demos, feature comparisons) to effectively support sales initiatives

  • Partner closely with the implementation teams to ensure contracted solutions are implemented with quality in a timely fashion to support delivery of our business plan

  • Perform as a key leader of furthering Fiserv's product modernization efforts championing agile methodologies, client-centric solutions, high velocity development and associate engagement

  • Achieve subscriber, transactions, quality, revenue, and profitability goals

  • Define and execute strategies that will enable scaled adoption of products and capabilities across key customers

  • Design and develop improvement opportunities to gain efficiencies of project methodologies, deliverables, reporting and training to mature capabilities in service and delivery

  • Generate market revenue growth by driving penetration of data and archival solutions, as well as through the creation of innovative solutions, features and packaging

  • Participate in product line specific sales activities and be a key influencer in building a marketing and sales strategy in partnership with our marketing and sales teams.

  • Bachelor's degree in information science, engineering, business, or a related field required. MBA preferred.

Job-Related Experience:

  • 2 - 5+ years of experience in product management and/or product development.

  • 2 - 5 years of experience in the payments industry.

  • Deep knowledge and experience of product management best practices spanning product development, product management, pricing, and go-to market.

  • Experience with case management solutions preferred.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Learn more about Fiserv:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren't thinking about "financial services". But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine World's Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

This role is not eligible to be performed in Colorado

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Director, Product Management, Workcase Management

Fiserv, Inc.