Operations Lead

vor 3 Wochen

Sydney, Österreich Fiserv Vollzeit

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Full Job DescriptionFiserv is a global leader in payments and financial technology withmore than 40,000 associates proudly serving clients in more than 100countries. As one of Fortune magazine's "World's Most AdmiredCompanies" 9 of the last 10 years, one of Fast Company's MostInnovative Companies, and a top scorer on Bloomberg's Gender-EqualityIndex, we are committed to innovation and excellence. ResponsibilitiesRequisition ID R-10321990 Date posted 04/05/2024 City North SydneyState/Region New South Wales Country Australia Calling all innovators– find your future at Fiserv.We're Fiserv, a global leader in Fintechand payments, and we move money and information in a way that movesthe 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, paythrough a mobile app, or withdraw money from the bank, we're involved.If you want to make an impact on a global scale, come make adifference at Fiserv.Job TitleOperations Lead - MerchantWhat makes anoutstanding Operations Lead - Merchant?You will be customer driven,focussed on customer and user satisfaction with highly developedinterpersonal skills and the ability to work effectively with people.You will have strong analytical skills, a passion to solve userproblems, plus demonstrated leadership skills and the ability to coachand manage a multi-geographic team.Key Responsibilities:The OperationsLead - Merchant is responsible for merchant boarding, lifecyclemaintenance and level 2 customer support for customer care in Fiserv'smerchant acquiring portfolio. Leading a team of associates, theMerchant Experience - Operations Lead drives the relentless pursuit ofcustomer service excellence, while ensuring tight discipline ongovernance and controls. This applies to day-to-day operations, aswell as developing and driving continuous improvement initiatives.This is a customer facing, hands on leadership role that involvesdeveloping and leading the operational relationships with SMBmerchants and sales partners.Manage the L2 customer care team.Developand maintain relationships with SMB clients and sales partners and actas an escalation point.Ensure the daily/weekly processing tasks arecompleted in accordance with aligned SLAs, policy, and processguidelines.Oversee case management, ensuring all customer cases areactioned within aligned SLAsResponsible for complaints managementhandling and trackingIdentify problems or issues in processes andimplement solutions to bring bottom line resultsEnsure your teamdeliver on service levels and monitor every employee'sperformanceSupport Incident Management, including post incidentreporting and implementation of post incident remediationActivelycollaborate with other functional teams and stakeholders to drivechange management, client implementations and new productinitiativesDrive a continuous improvement agenda, focused on elevatingthe client experience.?Key Skills:2 years+ in a SaaS organisation in acustomer-facing roleExperience in team management and trainingHighlydeveloped inter-personal skills Client / User focusExpertise in a fastpaced inbound and outbound contact center environmentMulti-sitecontact center operation experience with an in-depth understanding ofcall center metricsAbility to analyse statistical reports and makedecisions that will optimize contact center staff utilizationStrongfamiliarity with contact center management applications andtoolsFamiliarity with the Microsoft Office suite of applicationsAdegree qualification is preferred (possibly in computer science orrelated discipline)Further education in IT or relationship managementis highly regardedApply using your legal nameComplete the step-by-stepprofile and attach your resume (either is acceptable, both arepreferable).What you should know about us:Fiserv is a global leader inpayments and financial technology with more than 40,000 associatesproudly serving clients in more than 100 countries. As one of Fortunemagazine's "World's Most Admired Companies" 9 of the last 10 years,one of Fast Company's Most Innovative Companies, and a top scorer onBloomberg's Gender-Equality Index, we are committed to innovation andexcellence.Our commitment to Diversity and Inclusion:Warning aboutfake job posts:Please be aware of fraudulent job postings that are notaffiliated with Fiserv. Fraudulent job postings may be used by cybercriminals to target your personally identifiable information and/or tosteal money or financial information.Any communications from a Fiservrepresentative will come from a legitimate business email address. Wewill not hire through text message, social media, or email alone, andany interviews will be conducted in person or through a secure videocall. We won't ask you for sensitive information nor will we ask youto pay anything during the hiring process. We also won't send you acheck to cash on Fiserv's behalf.If you see suspicious activity orbelieve that you have been the victim of a job posting scam, youshould report it to your local law enforcement.

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