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VP, Customer Service, Electronic Payments

Expired Job

Fiserv, Inc. Chandler , AZ 85249

Posted 2 months ago

Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that positively effects change? Are you up for a challenge of driving the movement of money forward?

You can "Find Your Forward" as part of our team at Fiserv, a FORTUNE 500 member, and you will join the industry leader in financial services technology. With more than 23,000 associates around the world, we're pushing the boundaries of what's possible in financial services with deep expertise and a dedication to innovation.

"Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world." - Jeffery Yabuki, President and Chief Executive Officer

It is an excellent time to join Fiserv and take on a rewarding and meaningful role that helps to drive significant change in a rapidly evolving and growing organization. At Fiserv, you'll find a collaborative environment that values partnership and flexibility. Our rare combination of expertise and creative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We're helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

The Electronic Payments group provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks.

We are looking to hire a Vice President Consumer Contact Center Operations for our Electronic Payments division. This position is a critical member of the Leadership Team to oversee the overall operations and profitability of three contact centers within North America. The Vice President is responsible not only for ensuring the quality and satisfaction of customers and call volume KPI's, but developing and planning short term and long term operational goals as well as resolving issues that come up through the course of doing business. Manages performance & provides coaching & development opportunities for direct reports. This position is professionally and personally rewarding for the leader who has the drive, ambition and confidence to embrace new challenges.

  • Abilities to master the support consumer models and develop strong product knowledge for each of the lines of business supported

  • Experience achieving performance strategies enabling the consistent achievement of productivity, retention, service performance and customer satisfaction metrics

  • Results-oriented, inventive, and possesses the ability to handle pace and multiple demands and keep the team on plan despite contending priorities

  • Above average financial/business acumen, influence and organization skills coupled with strong financial acumen to ensure alignment to fiscal plans

  • Demonstrated experience working with internal systems including call center phone systems, workforce management systems and other operational tools and services

  • Ability to master staffing and financial models for operational plans

  • Excellent verbal, written and group communication and presentation skills

  • Solid results orientation with demonstrated track record of success

  • Strong leadership presence with confidence, skills and experience to present and act as a representative to the senior leadership team

  • Business research and modeling expertise, business writing, and sophisticated presentation experience

  • Demonstrated critical thinking skills

  • Strong conceptual thinking skills

  • Resilient leadership skills with the ability to get results based upon persistence and real passion for excellence


  • Strategy Development

  • Long-range plan (LRP) and Annual Operating plan for each line of business

  • Development of business cases for strategic growth initiatives

  • Cross-Business Unit strategy collaboration and support

  • Leadership support

  • Support and build models for business development activities as required

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.


  • Courageous Leadership | Someone who can lead and grow a highly motivated and successful team with a very important value in the business

  • Strategic Leadership | You will be able to provide quality recommendations for problems that might not even be defined, by understanding and analyzing complex issues

  • Client Focus | You should understand that the Business Leaders are your clients. You should be able to manage expectations and lead a team to get results while working with very demanding partners

  • Collaboration & Influencing | This person should be able to utilize communication skills to effectively influence across functions and business units as well as across different leadership levels


  • At least 2 or more years' experience as VP or Sr. Director of Operations (required)
  • A bachelor's degree is required. An advanced degree is strongly preferred
  • A minimum of 8-10 years call center management experience (required)
  • Experience with call center applications & technology (required)
  • Current hands-on experience managing P&L's (required)


  • Ability to travel ~30%.


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VP, Customer Service, Electronic Payments

Expired Job

Fiserv, Inc.