What does a successful Head of Client Services and Operations - ASEAN & North Asia do at Fiserv?
The Head of Client Services and Operations for ASEAN & North Asia is pivotal in ensuring our merchant clients in these regions receive outstanding service and operational support.
You will lead a dedicated team to deliver high-quality client experiences, aligning with Fiserv’s global standards. By fostering a culture of collaboration and proactive service, you will help our clients achieve their business goals and streamline processes to enhance operational efficiency within the payments industry.
What you will do:
- Lead and oversee the client services and operations department for ASEAN & North Asia.
- Develop and implement strategies to improve client satisfaction and service delivery for merchant clients.
- Oversee operations management, including onboarding, terminal deliveries and maintenance, installation, settlement processes, and dispute resolution to ensure seamless transaction flows.
- Lead client services operations, including call centers and enterprise support, to deliver exceptional service experiences.
- Collaborate with regional and global cross-functional teams to drive operational efficiencies and effectiveness.
- Monitor performance metrics and manage resources to achieve operational goals specific to the ASEAN & North Asia regions.
- Foster a positive and productive team environment that promotes professional growth and development.
- Identify and address potential risks and issues to ensure continuous service improvement.
- Manage client relationships and act as an escalation point for complex issues affecting merchants.
- Ensure compliance with regional industry regulations and standards.
What you will need to have:
- 10+ years of experience in client services and operations management.
- 8+ years of experience leading and managing teams.
- 8+ years of experience within the payments industry, including settlements and disputes resolution.
- Proven experience working in an international setting, managing support for merchants and stakeholders.
- Strong problem-solving capabilities and the ability to define robust support processes and procedures.
What would be great to have:
- 8+ years of experience in strategic planning and execution.
- Experience managing and mentoring support teams.
- Excellent customer service and communication skills.
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