What does a VP, Head of Wells Fargo Services do at Fiserv?
The VP and Head of Wells Fargo Services is a vital, newly created role in the Merchant Solutions (MS) organization that significantly contributes to overall business success accountable for transforming the services model from the current JV structure. You will be responsible for all aspects of merchant client services and operations, consulting with the Bank on Fiserv product solutions including both Clover and Carat, in addition to driving SLA performance for the “fee for service” operations. The VP, Head of Wells Fargo Services will lead a team of over 200 associates and work closely with sales/account management teams, technology, production/operations, finance and marketing associates for Fiserv and our clients.
What you will do:
- Manage the overall Merchant segment focused on revenue and expense of the organization as well as client satisfaction and experience for Wells Fargo clients.
- Manage Wells Fargo Merchant Leadership Team responsible for an enhanced client experience, service and support, timely client communications, exceeding SLAs, and key metrics, driving innovation and effective resource management.
- Own the end-to-end client service experience, dedicated to directing client operational issues, activities, and resources.
- Represent all Merchant products and services enabling future sales opportunities, expanding service delivery, and commercializing new products.
- Oversee the management of business and operational metrics with a focus on continuous process improvement initiatives.
- Lead and manage change in an environment that is transforming and maturing in a matrixed, client-focused organization.
- Lead and manage fee for service delivery using budget, forecasting, capacity planning, and resource allocation best practices.
- Build cooperation and collaboration between service delivery teams and other stakeholders/departments to realize revenue growth, client value and satisfaction.
What you need to have:
- 15+ years of experience in a Client Services or Operational Management roles.
- 10 years of Financial Services experience.
- Bachelor’s Degree Required; MBA preferred.
- Ability to travel 20-40%.
- Experience transforming functional processes for improvement
What would be great to have:
- Ability to effectively influence, communicate and work with all levels of the organization and with clients.
- Continued process improvement and efficiencies, leveraging automation and technology.
- Deep understanding of value drivers in fee for service revenue-based model.
- Proven successful management experience, particularly in a high-paced, progressive environment.
- Exceptional client-facing skills with ability to diffuse challenging executive-level situations.
- Ability to gain an in-depth knowledge of client needs workflow and navigate organizational structures to understand issues and facilitate resolution.
- Mastery-level skill in identifying areas of dissatisfaction in the experience and developing plans to supervise and make improvements to the experience, leading to client delight.
R-10347562
