Director, Global BPO and Transformation
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Job Description
Director governing Fiserv’s global outsourced merchant support operations and transformation. Improving vendor performance, service transitions, and merchant outcomes across partner sites.
Responsibilities:
- Build and lead the enterprise BPO performance and quality governance model across merchant support operations.
- Establish scorecards, weekly/monthly/quarterly business reviews, action tracking, remediation paths, and cross-vendor comparison frameworks.
- Validate vendor-reported performance against merchant outcomes, including verified first contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and complete issue resolution.
- Lead business-side execution of global service delivery transitions, including customer service support migration to the Philippines and technical support migration to India.
- Conduct readiness assessments, certification gates, nesting standards, and go/no-go decision processes.
- Partner with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders on vendor-specific improvement plans.
- Travel to partner sites to inspect floor operations, engage site leadership, conduct town halls, and connect frontline teams to merchant needs and business priorities.
- Coach and influence vice presidents, directors, and operations leaders on disciplined vendor management practices.
- Provide performance evidence and operational insight for vendor consolidation decisions, commercial strategy, RFP evaluations, and outcome-based or gainshare model design.
- Lead and develop teams by setting priorities, driving accountability, and building leadership capability across internal functions supporting outsourced service delivery.
Requirements:
- 10+ years of experience leading BPO operations, contact center operations, vendor performance management, or outsourced service delivery transformation in financial services, payments, fintech, or another regulated industry.
- 10+ years of experience managing offshore service delivery operations with 300+ full-time employees across global partner environments, including the Philippines and/or India.
- 8+ years of experience building and governing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation plans, and merchant or customer outcome measurements.
- 5+ years of experience managing and developing teams.
- Experience with quality assurance systems, workforce management concepts, BPO commercial models, attrition management, and performance analysis in large-scale support environments.
- Demonstrated ability to influence vendor executives and internal senior leaders, inspect site operations, and challenge reported results using measurable business outcomes.
- Bachelor's degree or higher in business, operations, finance, management, or a related field, or equivalent combination of education, related experience and/or military experience.
- Experience with outcome-based commercial models, gainshare structures, and vendor consolidation decision-making.
- Experience supporting both technical support operating models in India and customer service scale-up models in the Philippines.
- Familiarity with artificial intelligence-enabled support tools, agent-assist platforms, translation tools, or accent support technology used to improve service quality and efficiency.
- Experience leading large-scale service transitions or re-platform initiatives in global support environments.
- Must currently possess valid and unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future will not be considered.
Benefits:
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental and military leave.
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