About the Role
Join Fiserv’s Operations team supporting collections and recovery services operations. As the Operations Workflow Manager, you will assist the Director, and Leadership Team, in leading day-to-day operations of a Collections Call Center environment. You’ll be responsible for streamlining workflows, enhancing operational strategies, ensuring regulatory compliance, and driving performance to meet or exceed departmental goals. Your leadership will directly impact revenue, productivity, quality, and customer experience across the collections organization.
What you will do:
- Partner with leadership to identify, develop, and implement improvements in collections strategy that positively impact productivity, quality, and customer service.
- Support the Director by providing recommendations to improve performance, resolve issues, complete audits, and identify trends.
- Lead segments of the center’s operations to ensure contractual quality and service level standards are met while maintaining profitability.
- Promote cross-functional collaboration and facilitate knowledge sharing to ensure consistent SOP execution and workflow adoption.
- Facilitate teamwork and encourage individual contributions to achieve common goals.
- Monitor key performance indicators (KPIs), conduct root-cause analyses, and implement corrective actions to maintain service levels and compliance.
- Serve as the primary escalation point for both client and internal issues, resolving problems in alignment with technical support policies and procedures.
- Communicate customer issues with leadership and advise on improvements to the customer experience.
Experience you’ll need to have:
- Minimum of 4 years of project management experience.
- 3+ years of operations experience with direct exposure to call center and/or collections environments; at least 2 years in a people/managerial role.
- Bachelor’s degree in Business, Finance, Operations, or related field OR equivalent relevant work experience.
- Demonstrated experience with workforce management and scheduling tools (e.g., NICE, Verint, Teleopti, Kronos) and contact center/collections platforms (CRM, IVR, ACD)
- Excellent verbal and written communication skills.
- Proficiency in process mapping and modeling tools.
- Working knowledge of collections compliance, fair debt collection practices, and relevant regulations in your region.
Experience that would be great to have:
- Strong data analysis and reporting skills; proficiency with Excel and experience using BI tools (Power BI, Tableau) and/or SQL preferred.
- Certification in Lean, Six Sigma (Green/Black belt) or similar continuous improvement methodology.
- Experience with automation and RPA initiatives in collections or contact centers.
- Prior P&L, budgeting or cost-to-serve optimization experience.
- Knowledge of Business Process Management (BPM) methodologies and tools.
- Technical aptitude with business systems, data analysis tools, and emerging technologies (e.g., AI, automation).
How you’ll work:
- This role requires the use of a computer and audio equipment.
Sponsorship:
- 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.
Benefits at Fiserv:
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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