General Position Overview The Vice President (VP) of Client Technical Support is accountable and responsible for supporting Fiserv's Digital Banking product suite and customers.
The VP of Client Technical Support accomplishes this by: 1) Creating, articulating and evolving the operational Support strategy and functional model to meet the growing demands of the business and 2) Operationally leading a team of highly skilled professionals which provides 24x7x365 production support to the DC customer base. The mix of DC products currently includes Corillian On-Line Licensed (on-premise and hosted), Corillian On-Line ASP, Mobiliti Licensed (on-premise and hosted) and Mobiliti ASP. 3) Interfacing pan-Fiserv across Divisions as well as ETG (Enterprise Technology Group) to proactively plan and reactively support the Channels product base
The Client Support team consists primarily of two interactive groups: Technical Account Managers (TAMs) and Application Support Engineers The VP of Customer Support also has accountability to ensure there exists proper product training via the Training team or whichever party is chosen to build and deliver client product training for both Corillian On-Line and Mobiliti. The VP of Customer Support is ultimately charged with successfully aligning the business of Client Support with the division and corporate strategies, defining measurements of success, creating a vibrant culture, driving day-to-day operational quality and execution, leading and managing others. This includes full budget management, customer service and associate satisfaction.
Major Responsibilities Specific duties include the following: * Become the driving force for a vibrant and innovative DC Customer Support organization * Provide strategic, visionary leadership to evolve the Support organization, its operational model, structure and alignment with corporate and Divisional goals * Manage the Support (allocated) revenue and expense budget and cost model * Interface and work with ETG (Enterprise Technology Group) supporting Problem and Incident Management processes and practices, handling client Sev1's and Sev2's with immediate response until resolution * Work cross division to define, establish and support cross divisional solutions * Develop and manage against benchmarks which are aligned with Fiserv and industry best practices * Build an energetic Support culture which is empowered that attracts, motivates and retains talent * Manage all day-to-day Support "run" operations with an emphasis on accountability, quality, repeatable documented processes, automation, well-defined measures of success, communication, collaboration and teamwork, associate and customer satisfaction * Support the International DC Support expansion for improved customer satisfaction and operational effectiveness * Establish strong working relationships with peers within the Division to drive customer oriented solutions which continually improve their daily Support experience * Seek out and forge strong working relationships with peers across Divisions (e.g. ETG and others) to adopt best practices, improve end-to-end run operations and drive alignment * Evangelize for Support providing education and understanding to the other groups concerning the critical role of the organization * Provide input to Product, Product Development and Enterprise Architecture on requirements to build-in support and quality into our Channels products * Drive down total cost of Support by providing feedback to the product and engineering teams on opportunities for improvements * Motivate and lead a high performance Support leadership team; attract, recruit, and retain required members of the leadership team as needed * Mentor, grow, inspire and develop the Support organization to support the execution of the overarching strategies * Directly manage a team of Directors with a full complement of associates operating across multiple time zone and locations on a 24x7x
Learn more about us.
In this role, you will be aligned with our digital products and services. Digital Channels develops innovative online banking and mobile banking solutions for financial institutions of all sizes with a mission to deliver easy and compelling digital financial management and money movement always at your fingertips. Using in-depth research, user experience design, and industry best practices, Digital Channels' solutions are ranked as the top solutions in the market and adopted by some of the largest and most innovative financial institutions.
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 #FISVProudof 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(tm) 500 company and one of FORTUNE Magazine World's Most Admired Companies for theeighthconsecutive year, we are committed to excellence and purposeful innovation.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.
Internal Number: R-10245984
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.