Director, Global BPO and Transformation

Job not on LinkedIn

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $155k - $215k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Fiserv

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Fiserv is a leading global provider of financial services technology solutions. The company offers a wide range of services including payments and financial services technology for individuals, businesses, and financial institutions. Fiserv supports various sectors such as large enterprises, small businesses, financial institutions, credit unions, and the public sector with digital banking, payment processing, and commerce solutions. Their platforms enable fintech and software providers to integrate and monetize payments effectively. Additionally, Fiserv is committed to corporate social responsibility and has initiatives to support diverse and small businesses.

📋 Description

• Build and lead the enterprise BPO performance and quality governance model across merchant support operations. • Establish scorecards, weekly/monthly/quarterly business reviews, action tracking, remediation paths, and cross-vendor comparison frameworks. • Validate vendor-reported performance against merchant outcomes, including verified first contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and complete issue resolution. • Lead business-side execution of global service delivery transitions, including customer service support migration to the Philippines and technical support migration to India. • Conduct readiness assessments, certification gates, nesting standards, and go/no-go decision processes. • Partner with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders on vendor-specific improvement plans. • Travel to partner sites to inspect floor operations, engage site leadership, conduct town halls, and connect frontline teams to merchant needs and business priorities. • Coach and influence vice presidents, directors, and operations leaders on disciplined vendor management practices. • Provide performance evidence and operational insight for vendor consolidation decisions, commercial strategy, RFP evaluations, and outcome-based or gainshare model design. • Lead and develop teams by setting priorities, driving accountability, and building leadership capability across internal functions supporting outsourced service delivery.

🎯 Requirements

• 10+ years of experience leading BPO operations, contact center operations, vendor performance management, or outsourced service delivery transformation in financial services, payments, fintech, or another regulated industry. • 10+ years of experience managing offshore service delivery operations with 300+ full-time employees across global partner environments, including the Philippines and/or India. • 8+ years of experience building and governing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation plans, and merchant or customer outcome measurements. • 5+ years of experience managing and developing teams. • Experience with quality assurance systems, workforce management concepts, BPO commercial models, attrition management, and performance analysis in large-scale support environments. • Demonstrated ability to influence vendor executives and internal senior leaders, inspect site operations, and challenge reported results using measurable business outcomes. • Bachelor's degree or higher in business, operations, finance, management, or a related field, or equivalent combination of education, related experience and/or military experience. • Experience with outcome-based commercial models, gainshare structures, and vendor consolidation decision-making. • Experience supporting both technical support operating models in India and customer service scale-up models in the Philippines. • Familiarity with artificial intelligence-enabled support tools, agent-assist platforms, translation tools, or accent support technology used to improve service quality and efficiency. • Experience leading large-scale service transitions or re-platform initiatives in global support environments. • Must currently possess valid and unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future will not be considered.

🏖️ Benefits

• 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.