VP, Client Management, Card Services
Posted on: March 18, 2019
**Position Description** **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 leading change 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 tackle 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 **What does an exceptional VP, Client Management do?** We are seeking a seasoned leader to define, design, deliver, and champion the ideal client experience for the Card Services business. The VP, Client Management reports to the SVP, Client Management, and will build and lead a team of Client Services Executives in the key and regional client segments that we operate in. You should have a well-rounded background that includes client-facing, internal operations and organizational transformation towards a client-centric culture. The VP, Client Management is the primary owner of the end-to-end client service experience, dedicated to directing client operational issues, activities, and resources within Card Services and across Fiserv. This role will be responsible for driving client retention and satisfaction through quality control, process management, and by building a strong network of cross-functional relationships. Success will be measured on references and client surveys (client advocacy/LTR), internal surveys, client and revenue retention (renewals/attrition mitigation), and critical issue mitigation. **You can look forward to:** + Client operations. Single quarterback for client operations, issues, and escalations. Accountable for the deployment and maintenance of case management/service delivery models, as well as accompanying SLAs and metrics. + Client satisfaction. Deepen client relationships and consistently deliver on commitments; delight clients at every opportunity. + Client champion: Make sure that client's needs are factored into all key decisions. + Client advocacy: Drive process and cultural changes that will increase retention/renewal rates and client referenceability, as measured by our Fiserv Client Relationship Survey (aka Client Loyalty survey). + Client adoption: Drive initiatives related to increasing client adoption and utilization of Fiserv platform. + Client experience measurement: Utilize both qualitative and quantitative client feedback to build journey maps to identify standard methodologies and address pain points. + Client insight management: Develop and support a robust voice of the client program that gathers both annual and transactional feedback in a unified platform, allowing the organization to take action on data. + Culture and training: Lead cultural and change management initiatives by empowering, inspiring, and training our internal teams on how great service looks and feels. Provide the tools, motivation, rewards and recognition to drive adoption. + Inspire client success across Fiserv: Act as the connective tissue binding all the teams that impact the client experience - across product lines, across functional groups, and across business units. Take the lead on cultivating partnerships with key partners to build cadences that support efficient and thorough issue resolution. Must be adept at breaking down organizational silos to create a persistent client-first mentality across all levels in the BU. + Champion of internal relationships: Align with cross-functional teams to oversee the day-to-day relationship of the client process and confirm deliverables are met according to contractual agreements. Establish effective routines, feedback loops, and information channels that reinforce a seamless internal and client experience. Prominent themes may include: Client Services escalations and case management. + Operations: Metrics and reporting + Sales: Value proposition and cross/up sell opportunities + Sales Enablement and Legal: Contract issues + Accounting: Billing issues + Professional Services: Early involvement to insure seamless deployment/integration/on-boarding **Basic qualifications for consideration:** + 15 years of experience in a Client Services or Account Management role + 10 years of Technical Financial Services experience + Executive level experience in leading a customer success team in the SaaS marketplace + Ability to lead influence through persuasion, negotiation, and consensus building + Strong empathy for customers AND passion for revenue and growth + Deep understanding of value drivers in recurring revenue business models + Analytical and process-oriented mindset + Demonstrated desire for continuous learning and improvement + Enthusiastic and creative leader with the ability to inspire others + Excellent communication and presentation skills + Proven successful management experience, particularly in a high-paced, transformative environment + A deep and broad understanding of creating an extraordinary client experience across different business models and constituents, finding opportunities for improvement and subsequent implementation of plans. + Extraordinary client-facing skills with ability to diffuse challenging executive-level situations + Ability to gain an in-depth knowledge of client needs workflow and navigate organizational structures to understand issues and facilitate resolution + Mastery-level skill in identifying areas of dissatisfaction in the experience and developing plans to monitor and make improvements to the experience, ultimately leading to client delight **Education:** University degree in Business or related field. MBA preferred. **Travel Required:** **-Approximately 50% travel throughout the year to various offices and client locations** **Who we are:** Card Services provides complete Debit, Credit, Network and ATM payment services to financial institutions. The bulk of Card Services solutions center around partnering with financial institutions to provide end to end debit/credit transaction processing solutions. Card Services is a significant contributor of profit and growth within Fiserv and partners with over 3,200 financial institutions. Card Services authorizes and settles transactions, monitors and drives ATMs, provides nationwide switching of EFT transactions and provides risk management and portfolio growth consulting. It processed over 14.6 billion transactions in 2017, and handled $3.5M+ in commerce during the busiest minute that year. Card Services supports -30,000 ATMs and -66M cardholder accounts. Card Services also owns the Accel? debit payments network, which is accessible at -3.6 million point-of-sale locations and 412,000 ATMs in all 50 US states, US territories, and Canada. **Fiserv is an equal opportunity employer/disability/vet** Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.
Keywords: Fiserv, Tucson , VP, Client Management, Card Services, Executive , Tucson, Arizona
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