Director Service Transformation and Strategy

Calling all innovators - find your future at Fiserv.

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

About your role:

As Director Service Transformation & Strategy you will serve as the strategic and analytical engine behind a growing global service operations portfolio. You will build transformation roadmaps leadership narratives analytics and decision-support materials that help senior leaders move from strategy to execution. Reporting to the VP Call Center Operations you will partner closely with executive transformation leadership and cross-functional teams to drive alignment visibility and measurable outcomes.

What youll do:

• Build and maintain the integrated transformation roadmap across active workstreams including business process outsourcing (BPO) re-platforming knowledge and artificial intelligence (AI) quality workforce strategy vendor consolidation and service model evolution
• Create executive-ready presentations strategy updates and reporting materials that communicate progress surface risks frame trade-offs and support decisions for senior leadership
• Define track and analyze key performance indicators (KPIs) dashboards business cases and root cause analyses to evaluate initiative performance and turn data into actionable recommendations
• Lead cross-functional working sessions with partners across Operations Product Technology Vendor Management Quality Assurance (QA) Training and Commercialization to align priorities resolve blockers and drive accountability
• Deliver targeted strategic support including deep-dive analyses vendor comparisons consolidation frameworks and rapid-turn decision artifacts for leadership needs
• Lead and develop analysts including talent from analyst programs by providing coaching context and quality standards that strengthen portfolio execution
• Partner directly with senior and executive leaders to synthesize ambiguity into structured plans clarify interdependencies and help ensure decisions translate into sustained outcomes
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience youll need to have:

• 8 years of experience in management consulting strategy transformation service operations and/or portfolio or program execution roles supporting complex cross-functional business initiatives
• 8 years of experience managing and developing teams including coaching analysts and driving high-quality deliverables across multiple concurrent workstreams
• 6 years of experience building executive presentations strategic narratives business cases and decision-support materials for senior leadership audiences using PowerPoint and data-driven storytelling
• 8 years of experience analyzing operational performance through KPI frameworks dashboard development root cause analysis and strategic recommendations using Excel reporting tools and related analytics methods
• Demonstrated experience influencing cross-functional stakeholders across Operations Product Technology Vendor Management QA Training and Commercialization without direct authority
• Bachelors degree or higher in business finance operations analytics or a related field or equivalent combination of education related experience and/or military experience

Experience that would be great to have:

• Experience in contact center BPO or service operations environments involving vendor management workforce strategy quality and transformation initiatives
• Experience in financial services fintech or payments environments with regulatory operational and cross-functional complexity
• Experience moving from consulting delivery into an embedded operating role with ongoing ownership of outcomes
• Experience supporting global service operations portfolios across multiple stakeholders and business priorities

How youll 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 use of a computer and audio equipment.

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including but not limited to F-1 (OPT CPT STEM) H-1B H-2 or TN or any candidate requiring sponsorship now or in the future will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical financial social and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training development and internal mobility opportunities.
• Medical dental vision life and disability insurance options available from day one.
• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.

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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