Director of Business Process Analysis

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Job Title

Director of Business Process Analysis

What does a successful Director of Implementation Quality do at Fiserv? 

The Director of Implementation Quality is a Sr. Business Advisor role that leads business analysis focused on Quality and Client Experience. They are responsible for supporting monthly, quarterly, and annual Quality goals in partnership with the Implementation leadership team. By ensuring key performance metrics, growth initiatives, and improvement plans are accurately represented, this role enables senior executive visibility through detailed business reviews and executive-level presentations.

What you will do:

• Design business capability models, documenting the “AS IS” and “TO BE” end-to-end business process flow aligned with the Client Quality Journey.
• Employ internal and external resources and VoC data to determine the business improvement strategy and goals for the team.
• Support monthly and quarterly operational business reviews to ensure key performance metrics, growth initiatives, client experience, and service performance levels are accurately represented for senior executive visibility.
• Establish and/or lead management routines focusing on reviewing and improving implementation performance, client experience, and financial business outcomes.
• Build tools and routines to enable more efficient communication across all stakeholders, keeping them informed on a timely basis.
• Leverage reports to analyze data and forecast financial outcomes, recommending opportunities for improving operational performance and assist in preparing presentation decks that illustrate business performance for various needs of the business.

What you will need to have:

• Bachelor’s degree in finance, business, or related field, and/or equivalent military experience.
• 8+ years of experience working with business stakeholders and business users in gathering requirements, creating acceptance criteria, and presenting proposed solutions to Implementation/PS teams.
• 5+ years of experience in solution/system design and development.

What would be great to have:

• Experience working with a Client Operations organization in creating Client Experience and VoC programs, aligning the latest Client Experience trends with desired outcomes.
• Strong communication skills to effectively present structural solutions orally, graphically, and in writing.
• Ability to establish confidence and trust to build and maintain business relationships.
• Highly organized and effective at multitasking, prioritizing, and changing direction in response to business needs.
• Proficiency in PowerPoint and Excel for presenting analysis and translating complex data into simple terms. Experience with PowerBI is a plus.
• Experience working efficiently with various management personnel across different business units within the Fiserv Corporate umbrella.
• Proven track record of establishing and leading management routines focused on business performance improvement.
• Strong teamwork spirit and the ability to coordinate the activities of others.

Perks at Work:

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

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