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Manager, Client Service Management
Fiserv
Austin, TX, United States
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Job TitleManager, Client Service Management
What does a great Manager, Client Service Management do?
You will ensure quality delivery and support of all services to assigned clients and/or channels. You will act as a primary point of contact for client escalations and, by partnering across the organization, ensure appropriate focus and urgency is driven until resolution and client service levels return to normal. Our organization is responsible for production of statements, cards, and letters, as well as the digital presentment and archive solution across numerous and varied industries.
As a Manager, Client Service Management, you can look forward to:
Building and managing a small, highly specialized team, to address urgent matters, allowing the remainder of the team to focus on day to day servicing and delivery. You will have the opportunity to act as a mentor and advisor to the other managers and associates bringing structure, rigor, and confidence to the organization. In a fast-paced environment, you will act in partnership with clients to identify their objectives and key business changes in order to deliver solutions to meet client needs.
You’re the kind of person who:
Is comfortable navigating an ambiguous environment and can work across multiple teams to service clients. You love working in a fast paced environment and enjoy working directly with clients. You have the ability to overcome challenges and resolve client issues.
Basic qualifications for consideration:
• Minimum 5 years of relationship, account, channel management or related experience
• Strong history of and focus on building small, yet highly effective teams
• Competency in and demonstrated ability to mentor peer groups and subordinates for the benefit of the team and organization
• Consultative and performance-oriented with experience and can comfortably interact with C-level executives
• Technical acumen and ability to translate complex technical dialogue into client consumable communication, both verbal and written
• Ability to define and implement structure and process rigor
• Ability to travel 50%-75%
• Ability to provide support as needed in a 24/7 environment including weekends and holidays
Preferred qualifications for consideration:
• Bachelor’s degree in Business or IT related field
• Matrix management experience
• Experience successfully managing account of high profile Fortune 1000 companies
• Experience in banking and/or investment services
Who we are:
Output Solutions delivers turnkey business critical customer communications accurately, on time and with relevant information essential for customer satisfaction and retention. Fiserv supports financial services, healthcare, billing, retail, utilities, travel and entertainment and other companies. Customer communications and payment solutions include transactional document production and delivery, secure and non-secure card manufacturing and personalization, direct marketing services and digital channel delivery. As a trusted outsourcing partner, we help our clients streamline operations to contain costs, while building customer loyalty and generating incremental revenue.
Fiserv is an Equal Opportunity Employer/Disability/Vet.
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).
Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.