VP, EMEA Operational Excellence

If you want to make an impact on a global scale, come make a difference at Fiserv.

VP, EMEA Operational Excellence The Vice President – EMEA Operational Excellence is responsible for leading support services for a large-scale operations function across EMEA, driving efficiency, governance, insight and operational resilience.

About There's a reason why Fiserv

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We’re 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, we’re involved.

This role provides senior leadership across multiple specialist teams covering: Capacity Planning Service Delivery Automation Data and Insights Control and Governance The role also holds responsibility for expense management and plays a key role in shaping the operational support model across the region.

Why Join This is a high-impact leadership role with responsibility for shaping and improving operational support across a complex, multi-country EMEA environment.

It offers the opportunity to influence service delivery, cost efficiency, automation, governance and operational resilience at scale.

Responsibilities

• Scope of Role Support services for an operations function of approximately 1,400 people across 11 countries
• 2.4 million calls 1 million cases 4.1 million outbound contacts

Expense management responsibility

• Leadership of multiple specialist teams across the EMEA operations support model
• Capacity Planning Lead the team responsible for capacity planning across cross-functional operations teams in EMEA Apply a zero-based capacity planning framework
• Provide resourcing recommendations and identify cost-saving opportunities for senior leadership
• Help create capacity for new business growth
• Service Delivery and Scheduling Oversee day-to-day service performance and operational coordination
• Manage scheduling, prioritisation and execution of critical activities
• Ensure consistent service delivery, strong stakeholder alignment and efficient execution
• Lead the Intelligent Process Automation team
• Deliver and maintain a portfolio of automated processes that improve productivity and release capacity

AI-enabled automation to solve complex operational challenges

• Bring strong knowledge and practical delivery of AI within operations
• Data and Insights Lead the enterprise SQL data warehouse and visualisation team
• Enable accurate reporting against client SLAs and KPIs Drive customer insight initiatives to improve processes and communications
• Deliver dashboards to support performance management, coaching and governance
• Control and Governance Hold accountability for management action plan oversight
• Ensure compliance training adherence and enterprise business continuity planning
• Assess change requests against internal and external compliance requirements, including data, cyber and consumer duty
• Growth Support Design the operational support model for new clients
• Assess operational cost impact for new business in existing and new countries
• Lead operational bid delivery workshops to support client selection processes
• Business Continuity Serve as BCP Site Lead Ensure operational readiness and response capability
• Strong knowledge and practical application of AI within operations
• Contact Centre Platforms Familiarity with contact centre and telephony platforms including: Genesys Avaya Aspect UIP Dialler Understanding of call routing, outbound contact strategy and contact centre reporting data

Requirements

• Proven senior leadership experience across large, multi-country operations Experience managing expense and driving cost management Experience leading multiple specialist teams and managing through other leaders
• Strong background in capacity planning, workforce management and service delivery Experience of automation, including AI-enabled automation, with measurable productivity results
• Working knowledge of SQL data warehousing and visualisation tools such as Tableau Strong understanding of governance, compliance, business continuity, data protection, cyber and consumer duty requirements Experience supporting client onboarding, bids and expansion into new markets
• Excellent stakeholder management and communication skills at senior leadership and client level
• Practical experience with RPA Ability to identify, deliver and maintain automation opportunities
• Understanding of how automation can solve complex operational process challenges
• Workforce Management Experience with workforce management systems, particularly NICE WFM Ability to support forecasting, scheduling and intraday resource management CRM and Reporting Tools Working knowledge of Salesforce for case and customer data
• Proficiency in Tableau and Power BI for reporting and dashboard creation
• Thank you for considering employment with Fiserv.

Preferred

• Skills Operational Excellence and Capacity Planning Strong grounding in Operational Excellence methodologies
• Ability to identify inefficiencies, simplify processes and drive continuous improvement
• Expertise in capacity planning, forecasting demand and translating findings into clear recommendations
• Data Management and Analytics Experience in data management and analytics
• Ability to turn operational data into accurate SLA and KPI reporting and meaningful insight Hands-on SQL capability VBA skills for automating and improving spreadsheet-based reporting and processes
• Working knowledge of UI Path is desirable

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 Diversity and Inclusion

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.

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