We’re Fiserv, a global leader in fintech and payments, enabling innovative financial services experiences that reflect the way people live and work today. Our aspiration is to move money and information in a way that moves the world. Our purpose is to deliver superior value for our clients through leading technology, targeted innovation and excellence in everything we do.
Our core values are to earn client trust every day, create with purpose, inspire and achieve excellence, do the right thing and deliver on the promise of one Fiserv. These values provide the foundation for making the right decisions and delivering on our commitments to our clients and to one another.
Role introduction The Client Services team at Fiserv is the primary interface for our large financial-services clients. Our purpose is to delight our clients by supporting the services we provide to millions of their customers. FSEL, a subsidiary of Fiserv, is looking for a Service Manager who will be responsible for building and maintaining relationships with our clients.
Service Managers at Fiserv are responsible for delivering outstanding services for their allocated clients. This role involves building strong, meaningful relationships with key client contacts. Typical activities in a month include meeting clients to deliver service reviews and working on initiatives to improve the services we provide.
Key responsibilities (including but not limited to)
- Take ownership of ticket and customer enquiries and resolve queries for your portfolio of clients promptly and in a controlled manner.
- Reduce the number of new and open client tickets.
- Support efforts to exceed our Likelihood to Recommend scores for the global financial brands we support.
- Organise and manage regular client service reviews, including gathering relevant client information for MBRs and QBRs.
- Act as a client champion and the customer’s voice/advocate within the business, ensuring service delivery meets company standards by meeting and exceeding agreed KPIs and SLAs.
- Monitor operational performance of services, identify trends in enquiries and implement plans to reduce future query levels.
- Liaise with other team members, departments and management to improve the efficiency and effectiveness of the unit.
- Track and monitor incidents, identify trends and implement preventative measures.
- Provide regular feedback to the Team Manager on cases, queries and escalations as required.
- Adhere to and contribute to Fiserv processes and procedures.
- Assist in coaching and upskilling team members when required.
- Deliver training and guidance to new and existing clients as necessary.
- Provide support to other areas within the Operations function when required.
- Provide on-call support (out of normal business hours) on a rotational basis.
- Produce SLA reporting.
Skills
- Client-focused, able to identify, empathise with and satisfy client needs.
- Strong relationship-building skills.
- Ability to communicate clearly and concisely.
- Quality-focused with strong attention to detail.
- Able to plan and prioritise tasks effectively in a busy, fast-paced environment.
- Self-motivated with the ability to work on own initiative and as part of a team.
- Able to work under pressure to tight deadlines with a strong drive and commitment to delivery.
- PC literate, particularly with the Microsoft Office suite.
- Comfortable working in a technology-based environment (fintech).
Experience
- Previous experience working in a client-services environment, preferably supporting corporate-level clients.
- Experience in a payment-processing customer-service role would be an advantage but is not essential.
Qualifications
- Third-level business qualification.
Business requirements
- This role requires the individual to provide on-call support on a rotational basis (approximately one full week every four to five weeks).
- The role will require ad-hoc bank-holiday cover and weekend cover on a rotational basis (approximately five days per year).
- The individual may occasionally be required to work late evenings beyond normal working hours.
- The role may require travel to attend client reviews or training.
If you would like to apply or want further information about this role, please contact the hiring team.
R-10377919
