About your role:
You will design, document, and deliver operational training programs that empower internal and external teams to deliver consistent client experiences across the end‑to‑end client journey. You will partner with cross‑functional teams—Customer Support, Concierge/Activation, Loyalty, Tech Support, Sales Support, and Deployment—to create scalable procedures, process maps, and training materials that drive operational excellence and accuracy.
What you’ll do:
- Design and maintain comprehensive operational procedures, training curricula, and job aids for internal teams and external partners.
- Facilitate engaging instructor‑led and virtual training sessions, workshops, and reinforcement sessions to ensure clarity and compliance.
- Translate complex workflows into process maps and visual workflows and create step‑by‑step training documentation.
- Collaborate with subject matter experts to map the end‑to‑end client journey and identify training gaps and improvements.
- Provide side‑by‑side coaching, floor support, and on‑the‑job reinforcement during onboarding and go‑live periods.
- Monitor and update training content to reflect system, process, and regulatory changes; support knowledge transfer and ongoing education.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- 5+ years of experience in payment industry operations, merchant acquiring, or banking transaction processing.
- 3+ years of experience designing and delivering instructor‑led and virtual training, curriculum development, and training evaluation.
- 6+ years of experience using Microsoft Teams, Excel, Access, Merchant Manager, and training delivery platforms.
- 6+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have:
- Bachelor’s degree in business, education, instructional design, or a related field.
- Familiarity with quality and operational metrics (AHT, FCR, QA, CSAT/NPS) and using them to evaluate training effectiveness.
- Bilingual English/French proficiency for training delivery and documentation.
- Experience with process improvement methodologies and stakeholder management for cross‑functional programs.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
- This role requires flexibility to work overtime, including weekends and holidays.
Travel:
- Approximately 10% travel off-site or to other office locations is expected.
Sponsorship:
- Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.
Benefits at Fiserv:
R-10383293
