Direct Express Operations Reporting Lead

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Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day - quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

What does a successfulDirect Express Operations Reporting Lead do at Fiserv

As asuccessful Money Network Operations Reporting Lead you will provide operational leadership within a high-visibility client environment and serve as a key partner in driving service excellence and continuous improvement. You will lead complex vendor and stakeholder ecosystems establish the operating model for incident problem and knowledge management and leverage advanced data and reporting capabilities to drive strategies that improve cardholder outcomes and strengthen client trust.

What you will do:

• Lead the operational client experience strategy for Money Network cardholder servicing including defining priorities success metrics and governance to deliver consistent performance and stability

• Partner with technology product and risk/compliance leaders to drive strategic operational improvements readiness for releases and continuous optimization of the servicing model

• Develop and manage internal and external reporting delivering clear accurate and executive-ready insights aligned to operational performance and client expectations

• Own external SLA/SLR commitment tracking ensuring adherence to contractual and regulatory obligations and proactively identifying risks or gaps in service delivery

• Lead metrics design KPI development and performance tracking including call center servicing and vendor performance indicators.

• Drive complaints reporting and analytics with a strong focus on Fiscal Service and agency-related complaint trends root cause insights and remediation opportunities

• Leverage advanced analytics and automation tools (Power BI Power Automate) to build dashboards automate workflows and integrate data across multiple systems of record to support operational decision-making and performance management

What you will need to have:

• Bachelors degree or equivalent experience

• 5 years of experience in operations leadership client experience or servicing within a regulated financial services environment

• Strong data-driven leadership skills with experience establishing KPIs building reporting narratives and driving operational transformation

• Advanced proficiency in Power BI and Power Automate with demonstrated ability to design dashboards automate reporting processes and enhance data visibility

• Strong ability to analyze and synthesize data across multiple systems of record(e.g. servicing platforms CRM systems operational tools) to ensure accuracy consistency and actionable insights

• Experience managing reporting framework SLA/SLR performance tracking and complaints analytics particularly within regulated or government-linked programs

What would be great to have:

• Operational consulting experience

• Solid ability to understand complex business and technical concepts and make balanced judgments when faced with trade-offs

• Strong problem-solving skills and ability to build consensus

• Strong communication and presentation abilities to interact at all levels of the clients from C-level to technical and operational levels

• Strong thought leadership and the ability to influence others through collaborative efforts

Due to the nature of work performed in this position candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

Salary Range

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

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 Equal Opportunity:

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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