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Fiserv Director, Account Management in Omaha, Nebraska

What does a great Director, Account Management do?

Be part of a great team for one of Global Financial Services largest relationships. Responsible for Account Management of an Enterprise Relationship and their Credit and Debit portfolios. The dedicated service model for delivering on execution for all of Customer’s inquires, task or issues that need to be resolved; be responsible for ticket management and incident management, work directly with Customer teams and oversee the service analysts that will manage research and troubleshooting of any incident tickets

As a Director, Account Management, you can look forward to:

  • Manage two Client Service Analysts

  • Interact regularly with Senior Leadership

  • Serve as the senior point of contact for Service escalations and Incident Management

  • Recognizing business risks and trends that impact performance goals and take action to align plans and resources to accommodate changing demands.

  • Enhancing support services by establishing metrics, analyzing processes, utilizing customer feedback, and implementing best practices to ensure high-quality deliverables that are on time and within budget.

  • Understanding customer needs and allocate resources to address the needs, following through on any issues to ensure resolutions meet customer expectations.

  • Building a strong, diverse team with capabilities to effectively handle department responsibilities, collaborating with other internal resources as necessary

  • Conducting timely individual, staff, and department meetings to communicate procedural changes, division and corporate updates, project status information, goals, objectives, and performance expectations.

  • Establishing behavioral, developmental, and performance metrics and coach for performance excellence; provide timely and effective recognition; resolve problems as they arise and effectively administer corrective action when necessary; identify and support developmental opportunities to encourage employee learning and growth.

  • Directing the development of policies and procedures to ensure client satisfaction and department standardization

  • Being accountable for decision making, team performance, achievement of metrics goals, and adherence to departmental procedures to ensure client satisfaction and process standardization

  • Being accountable for effective hiring and termination processes within the department and assigned teams

  • Having responsibility for the relationships with other operating departments to support effective servicing interactions and solutions

  • Providing direction for the knowledge level, scheduling, and activities of the service team to ensure appropriate service coverage including timely and quality resolution of client’s support needs Basic qualifications for consideration:

  • Minimum of 8 years of professional experience in the financial services or technology related industries

  • Working knowledge of Optis products and services strongly preferred

  • Experience in a business-to-business service environment

  • Solid ability to understand complex business and technical concepts and make balanced judgments when faced with trade-offs

  • Strong problem-solving skills and ability to build consensus

  • Exceptional communication and presentation abilities to interact at all levels of the clients from C-level to technical and operation levels

  • Solid thought leadership and the ability to influence others through collaborative efforts

  • An ability to quickly establish credibility and rapport with a broad set of constituencies

  • Strong results orientation with demonstrated track record of success to effectively complete tactical activities

  • A high degree of adaptability and flexibility to excel in a dynamic, fast-paced environment

  • Experience in hiring, terminating, and development of managerial level staff

  • Demonstrated conflict management and delegation skills

  • Proven leadership ability

  • Ability to travel up to 30% * uncertain at this time

  • Can knowledge of Optis systems we a required qualification? Preferred qualifications for consideration:

  • Bachelor’s Degree in Business or Finance

  • Minimum of 5 years’ experience managing service teams

  • Demonstrated commitment to ongoing professional development as a client service manager, identifying and taking advantage of opportunities for continuing education as demonstrated by continuing course work/seminars/certificationsWe will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Learn more about Fiserv: To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options. We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.Life moves fast. And as it does, we know most people aren’t thinking about “financial services”. But we are.We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.Explore the possibilities of a career with Fiserv and Find Your Forward with us.Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.