What does a successful Manager, Professional Services do at Fiserv?

You will thrive in a dynamic, committed, and professional environment and be a part of a team that affects change. You will lead our client-facing professional services team responsible for implementing Fiserv solutions for our financial institution clients. You will provide mentorship, leadership, workflow management and quality direction to your professional services team. You will be the point of contact for all client relationships partnering with Sr Executives to ensure a high-quality client experience.

What you will do:

• Lead and develop a team of implementation professionals responsible for installation and configuration of online, mobile and voice banking solutions, as well as disaster recovery/business recovery services for a variety of credit union core processing systems.

• Deliver a portfolio of projects in a timely manner through monitoring project and case queues as well as adjusting staffing needs and project assignment.

• Provide instructional mentorship and advise how to best handle complex issues by coaching the team to be effective in our client communication.

• Analyze and resolve client problems by handling escalated items and aiding the implementations professionals in finding the best solutions.

• Interface and maintain an excellent working relationship with other internal groups and clients.

• Write and deliver performance appraisals for team members, coach and mentor, and work through performance improvement plans.

• Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department.

• Lead a team courageously, making tough decisions and owning those decisions.

• Inspire the team with your strategic vision and achieve business objectives through metric driven performance.

• Multitask and handle multiple priorities with superb attention to detail in a high-energy and agile environment.

• Collaborate with all levels of associates and managers for both internal and external customers.

What you will need to have:

• Bachelor’s degree required

• Minimum of 3 years of experience working in Financial Services Industry

• Experience managing/leading a team

• Prior experience with problem solving, change management, mentorship and development, communication and interpersonal skills

• Leadership skills and ability to motivate employees to perform at peak standards

• Ability to lead a team that prioritizes client satisfaction and operational excellence

• Professional and polished written and verbal communication skills

• Basic technical aptitude

• MS Office Suite experience

• Flexibility to work after hours/on-call/weekends as needed basis

• Travel 5%

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