Senior Manager, BPO Strategy and Operations

Senior Manager, BPO Strategy And Operations

Calling all innovators - find your future at Fiserv. We're a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

A successful Senior Manager, BPO Strategy and Operations at Fiserv drives the efficiency and effectiveness of our BPO partnerships through :

Strategic Leadership : Guides BPO initiatives to align with Fiserv's business goals and market needs.

Performance Management : Evaluates BPO performance against metrics like SLAs and CSAT, fostering continuous improvement.

Relationship Building : Nurtures strong partnerships with BPO vendors, ensuring accountability and high standards.

Operational Excellence : Implements best practices and maintains procedural documentation for standardized operations.

Change Management : Leverages emotional intelligence to drive change initiatives and influence stakeholders.

Data-Driven Insights : Utilizes analytics to inform strategies and identify opportunities for enhancement.

Cross-Functional Collaboration : Engages with teams across Customer Success, Support, Procurement, and Design to ensure alignment.

In this role, the Senior Manager enhances customer experiences while optimizing performance and cost through strategic BPO management at Fiserv.

This role takes full ownership of BPO vendor relationships and operations to ensure optimal efficiency, cost management, and customer experience. With a focus on our Support team, this role ensures that BPOs maintain the high standard of quality set across the organization.

Who You Will Work With

CS-managed BPOs (PartnerHero); Fiserv GSS and Procurement teams; CS extended leadership across functions (CS, Onboarding, Design, Design Ops)

What You Will Do

Become the Subject Matter Expert (SME) on all parts of the BPO relationship holding them accountable for contractual obligations, performance expectations, and BPO initiatives

Manage BPO performance with accountability for Support metrics including : costs, SLAs, LTR, CSAT, NPS, QA, retention, and similar performance indicators

Be the main contact for partner escalations, identifying and resolving issues, providing alternate solutions, and risk mitigation plans

Become part of the negotiations of vendor contracts to prioritize goals and outline performance expectations

Regularly evaluate performance and provide feedback to partners via recurring assessments, report analysis, and quality agreements

Communicate tasks, decisions, and processes regarding operations and cross-departmental impacts to partners

Institute best practices by conducting process reviews and maintaining procedural documentation

What You Will Bring

4+ years of experience in Support center management, vendor relations, or customer service operations related experience

High emotional intelligence, able to help others see different perspectives and rally support for change initiatives

Ability to influence outcomes without direct authority

Deep expertise in managing and understanding Support center metrics

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Salary Range $82,500.00 - $132,000.00 These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ. It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran. For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company's sole discretion.

Thank you for considering employment with Fiserv. Please :

Apply using your legal name

Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable)

Our commitment to Equal Opportunity : Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

Note to agencies : Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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