Operations -Merchant Workflow Manager

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

Job Title

Operations -Merchant Workflow Manager

About the Role

Join Fiserv’s Operations team supporting collections and recovery services operations.  As the Operations -Merchant Workflow Manager, you will assist the Director, and Leadership Team, in leading day-to-day operations of a Collections Call Center environment. You’ll be responsible for streamlining workflows, enhancing operational strategies, ensuring regulatory compliance, and driving performance to meet or exceed departmental goals. Your leadership will directly impact revenue, productivity, quality, and customer experience across the collection’s organization.

What you will do:

• Partner with leadership to identify, develop, and implement improvements in collections strategy that positively impact productivity, quality, and customer service.
• Support the Director by providing recommendations to improve performance, resolve issues, complete audits, and identify trends.
• Lead segments of the center’s operations to ensure contractual quality and service level standards are met while maintaining profitability.
• Promote cross-functional collaboration and facilitate knowledge sharing to ensure consistent SOP execution and workflow adoption.
• Facilitate teamwork and encourage individual contributions to achieve common goals.
• Monitor key performance indicators (KPIs), conduct root-cause analyses, and implement corrective actions to maintain service levels and compliance.
• Serve as the primary escalation point for both client and internal issues, resolving problems in alignment with technical support policies and procedures.
• Communicate customer issues with leadership and advise on improvements to the customer experience.

Experience you’ll need to have:

• Minimum of 4 years of project management experience.
• 3+ years of operations experience with direct exposure to call center and/or collections environments; at least 4 years in a people/managerial role.
• Demonstrated experience with workforce management and scheduling tools (e.g., NICE, Verint, Teleopti, Kronos) and contact center/collections platforms (CRM, IVR, ACD)
• Excellent verbal and written communication skills.
• Proficiency in process mapping and modeling tools.
• Working knowledge of collections compliance, fair debt collection practices, and relevant regulations in your region.

Experience that would be great to have:

 

• Strong data analysis and reporting skills; proficiency with Excel and experience using BI tools (Power BI, Tableau) and/or SQL preferred.
• Certification in Lean, Six Sigma (Green/Black belt) or similar continuous improvement methodology.
• Experience with automation and RPA initiatives in collections or contact centers.
• Bachelor’s degree in Business, Finance, Operations, or related field OR equivalent relevant work experience.
• Prior P&L, budgeting or cost-to-serve optimization experience.
• Knowledge of Business Process Management (BPM) methodologies and tools.
• Technical aptitude with business systems, data analysis tools, and emerging technologies (e.g., AI, automation).

 

How you’ll work:

• This role requires the use of a computer and audio equipment.

Sponsorship:

• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role. 

Benefits at Fiserv:

• Fuel Your Life program to support physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Emp