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Job Title
Client Services Delivery Manager
What does a successful Client Services Delivery Manager do?
We are seeking a seasoned and strategic leader to spearhead the launch of customer service operations in Japan and oversee service delivery for one of our most important clients in the region. This role demands a strong background in customer service, project management, and stakeholder engagement, with proven experience leading large teams and complex, cross-functional initiatives.
What you will do:
- Lead end-to-end setup of customer service operations in Japan, including contact center architecture, staffing, process design, vendor selection, and local regulatory compliance.
- Serve as primary delivery lead and client liaison for a high-value regional account, managing expectations, escalations, and regular service reviews.
- Define and monitor service performance metrics (SLAs, KPIs), drive continuous improvement, and implement quality assurance and workforce management processes.
- Develop and execute the Japan launch project plan, managing timelines, resources, risks, and cross-functional communications.
- Create and maintain training programs, SOPs, escalation paths, and service workflows tailored to the Japanese market and client requirements.
- Coordinate closely with Product, Technology, Compliance, and HR to ensure integrations, security controls, hiring, and onboarding are aligned to launch milestones.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
What you will need to have:
- 10+ years of experience in designing and implementing enterprise contact center platforms and omnichannel routing architectures (e.g., Genesys Cloud, Amazon Connect, Cisco Finesse).
- 8+ years of experience in payments systems operations and integration, including ISO 20022 messaging, payment reconciliation workflows, and settlement processes.
- 8+ years of experience implementing and maintaining security and data protection controls, including PCI DSS and Japan’s Act on the Protection of Personal Information (APPI), for customer service environments.
- 8+ years of experience in program and project management using PMP/PRINCE2 methodologies and tools such as Microsoft Project, Smartsheet, or Asana.
- 6+ years of experience integrating and configuring CRM and customer service platforms such as Salesforce Service Cloud, ServiceNow, or Zendesk, including API integrations.
- 6+ years of experience with workforce management, quality assurance, reporting and analytics tools for contact centers (NICE, Verint, Tableau, Power BI).
- 6+ years of experience in professional fluency in Japanese and English for client-facing communication, documentation, and stakeholder coordination.
What would be great to have:
- PMP, PRINCE2, or Agile/Scrum certification.
- Proven experience launching contact center or shared-service operations in Japan, including local hiring, SLAs, and vendor management.
- Familiarity with Japanese labour laws and HR practices for shift-based customer service operations.
- Experience managing third-party contact center vendors and negotiating SLAs in APAC.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Diversity and Inclusion:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
