What Does a Successful Senior Manager, BPO Strategy and Operations Do at Fiserv?
A successful Senior Manager, BPO Strategy and Operations at Fiserv drives the efficiency and effectiveness of our BPO partnerships through:
Strategic Leadership:Guides BPO initiatives to align with Fiserv's business goals and market needs.
Performance Management:Evaluates BPO performance against metrics like SLAs and CSAT, fostering continuous improvement.
Relationship Building:Nurtures strong partnerships with BPO vendors, ensuring accountability and high standards.
Operational Excellence:Implements best practices and maintains procedural documentation for standardized operations.
Change Management:Leverages emotional intelligence to drive change initiatives and influence stakeholders.
Data-Driven Insights:Utilizes analytics to inform strategies and identify opportunities for enhancement.
Cross-Functional Collaboration:Engages with teams across Customer Success, Support, Procurement, and Design to ensure alignment.
In this role, the Senior Manager enhances customer experiences while optimizing performance and cost through strategic BPO management at Fiserv.
ss all outsourced functions including Customer Success, Support, Web Design and Content. This role takes full ownership of BPO vendor relationships and operations to ensure optimal efficiency, cost management, and customer experience.
With a focus on our Support team, this role ensures that BPOs maintain the high standard of quality set across the organization.
WHO YOU WILL WORK WITH
CS-managed BPOs (PartnerHero); Fiserv GSS and Procurement teams; CS extended leadership across functions (CS, Onboarding, Design, Design Ops)
WHAT YOU WILL DO
Become the Subject Matter Expert (SME) on all parts of the BPO relationship holding them accountable for contractual obligations, performance expectations and BPO initiatives
Manage BPO performance with accountability for Support metrics including: costs, SLAs, LTR, CSAT, NPS, QA, retention and similar performance indicators
Be the main contact for partner escalations, identifying and resolving issues, providing alternate solutions and risk mitigation plans
Become part of the negotiations of vendor contracts to prioritize goals and outline performance expectations
Regularly evaluate performance and provide feedback to partners via recurring assessments, report analysis and quality agreements
Communicate tasks, decisions, and processes regarding operations and cross-departmental impacts to partners
Institute best practices by conducting process reviews and maintaining procedural documentation
WHAT YOU WILL BRING
4+ years of experience in Support center management, vendor relations or customer service operations related experience
High emotional intelligence, able to help others see different perspectives and rally support for change initiatives
Ability to influence outcomes without direct authority
Deep expertise in managing and understanding Support center metrics
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.
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