As a Service Manager, you will play a vital role within the firm acting as a lead in the operational support for our Key and Tri-state Financial Services clients. You will have the responsibility of providing direction and support on day-to-day inquiries, strategic operations and client initiatives, monthly operation reviews, and referrals and project implementations while ensuring the highest levels of satisfaction.
Each Service Manager should understand our various products, services, configurations, and platforms to service clients. Further responsibilities include referring new products and services, managing small to med maintenance projects, and addressing inquiries and support requests; all while working closely with various internal groups and external vendors.
Primary Responsibilities:
- Serve as a client advocate, supporting the client in day-to-day operational activities and strategic projects.
- Develop a trusted advisor relationship with key accounts, external stakeholders, and executive sponsors.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
- Measure and track key account service metrics, identifying improvement opportunities, as well as referring new products and services to enrich the client experience.
- Work on critical initiatives including, but not limited to, external projects, incident response, process improvement, employee training, developing and maintaining standard operating procedures.
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
- Maintain accurate documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions.
- Create and Submit Service Requests for all small and midsize projects inclusive in the Client master agreement.
- Facilitate the client communication and delivery process as it relates to applicable releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements.
- Participate in customer business reviews with the Account executives.
- Builds and maintains strong, long-lasting customer relationships with assigned clients.
- Responsible for delighting the client and delivering exceptional client service on a day-to-day basis.
- Acting as a liaison between client and Fiserv Card Services departments, as well as CORES, Surrounds and Partnering Vendors
- Participate in and support company-wide initiatives such as continuous operational improvement to heighten service and strive for excellence.
- Project management for Fiserv or Reseller global initiatives stemming 3-12 months.
- Maintain Service level of 95% for phone and systematic inquiries with a 2 business day turn-around on service resolutions
- Manage multi-client inquiries, reviews and identify patterns, escalate
- Meet or exceed corporate guidelines on service levels
- Create and maintain knowledge to facilitate AI learning to improve and enhance self-service capabilities
- Maintain high customers service scores
- Identify opportunities and submit referrals or service requests based on existing contracts to enhance client experience and corporate revenue
- Execute parameter changes, small to medium maintenance projects to enhance the client experience
- Participate in both on-site and off-site meetings via teams (or on-site as requested)
- Participate in local user groups as requested
The previous statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Basic Qualifications for Consideration:
- 4 year college degree or equivalent work experience
- Previous role(s) in Service Management or Financial Operations
- Must have strong written and verbal communication skills with the ability work with and communicate at all levels of the organization. Must be a listener, a presenter, and a people person.
- Must have the ability to work in a fast-paced work environment, multi-task, have strong organizational skills and act as a business owner.
- Make independent decisions, exercising good judgment and managing complex issues
- Possess a positive attitude while operating under pressure and be an independent problem-solver.
- May be required to train others (client and internal staff) in area of technical expertise.
- While this position has no direct reports, it does require interaction with other staff members to ensure client satisfaction.
- Must be able to manage multiple clients concurrently and act urgently to meet deadlines
- Strong collaboration skills to work to get the job done
- Will be required to work outside of standard business hours as needed
- Proficiency in working with the Microsoft suite
Preferred qualifications for considerations:
- Preferred industry experience in credit/debit, issuing, installment lending, ATM or financial institution experience.
- Preferred familiarity with Fiserv Debit and Credit Processing Platforms, STAR, ATMs, and related products
Travel Required: Upto10% domestic travel.
R-10359710
