Director - Customer Operations - Fiserv - Columbus

Job description
Job Title: Director, Customer Operations

Job Purpose

The Customer Solutions Site Director is the operational owner of a contact center within a multisite virtual environment and provides leadership to a growing number of Customer Solutions leaders. The Customer Solutions Site Director will have a proven track record of leading a customer service focused organization. Qualified candidates should have financial services, e-commerce and credit/debit card background, in addition to matrix leadership capabilities across a wide geographical area with other senior leaders. They should be able to implement and operate new solutions from end to end, including strategy, planning, and execution. Successful candidates should be equally comfortable utilizing process improvement, change management, and operational analytics to achieve results and outcomes as well as meeting with internal and external customers. The Customer Solutions Site Director will be an excellent builder of talent, motivator, change leader, collaborator, and strategic leader.

Job Responsibilities
Lead and direct all day to day operations functions within the contact center to ensure effective quality service delivery to our customers and partners.
Sponsor and champion successful client implementation of new or enhanced services or related initiatives and identify opportunities for improvement and initiate, lead and implement change.
Ensure local leadership is implementing and supporting core operational strategies consistently by partnering effectively across the enterprise.
Contribute toward overall profitability and high quality by managing operations peoples, processes and technology effectively strategically and identifying opportunities for cost reduction with a focus on process improvement, individual and team performance, and fiscal management.
Oversee the hiring, training and development of management team.
Provide strategic thought leadership in the business and drive cost efficiencies in the operational environment
Foster an environment that encourages continuous improvement in operational processes
Foster a client centric environment focused on “Delighting the Customer with Every Interaction”
Operating budget responsibility of approximately $15mm
Job Requirements
Education Required
Bachelor’s degree in Business Administration or equivalent. Master’s degree preferred.
Desired Skills and Experience
Skills and Experience Required

Minimum of 5 years senior management experience in a 200+ seat call center in the financial and/or card services environment Expertise in a fast paced inbound and outbound call center environment. Proven track record of developing and implementing successful business partnerships.
Ability to work with a diverse group of leaders in a team environment Ability to provide targeted communication, both verbal and written, with exceptional communication skills across a very diverse employee population Self motivated and detail oriented, entrepreneurial attitude and excellent work ethic.
Project management and change management Familiarity with Organizational Development techniques to improve group processes

Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

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