OmniPay Service Manager

Calling all innovators – find your future at Fiserv.

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

OmniPay Service Manager

What does a successful OmniPay Service Manager do? We’re Fiserv, a global leader in fintech and payments, enabling innovative financial services experiences that reflect the way people live and work today. Our aspiration is to move money and information in a way that moves the world, and our purpose is to deliver superior value for our clients through leading technology, targeted innovation and excellence in everything we do. The Client Services team is the primary interface for our large financial-services clients; as an OmniPay Service Manager you will build and maintain relationships and delight clients by supporting the services we provide to millions of their customers.

What you will do:

• Take ownership of ticket and customer enquiries and resolve queries for your portfolio of clients promptly and in a controlled manner
• Reduce the number of new and open client tickets
• Support efforts to exceed our Likelihood to Recommend scores for the global financial brands we support
• Organise and manage regular client service reviews, including gathering relevant client information for MBRs and QBRs
• Act as a client champion and the customer’s voice/advocate within the business, ensuring service delivery meets company standards by meeting and exceeding agreed KPIs and SLAs
• Monitor operational performance of services, identify trends in enquiries and implement plans to reduce future query levels
• Deliver training and guidance to new and existing clients and assist in coaching and upskilling team members when required
• Provide on-call, bank-holiday and weekend support on a rotational basis
• Produce SLA reporting
• Support and point of escalation for major incidents

What you will need to have:

• Client-focused, able to identify, empathise with and satisfy client needs
• Strong relationship-building skills and ability to communicate clearly and concisely
• Quality-focused with strong attention to detail and ability to plan and prioritise tasks effectively in a busy, fast-paced environment
• Self-motivated with the ability to work on own initiative and as part of a team, and able to work under pressure to tight deadlines
• PC literate, particularly with the Microsoft Office suite; comfortable working in a technology-based fintech environment

What would be great to have:

• Previous experience working in a client-services environment supporting corporate-level clients, ideally in payments or fintech
• Experience in a payment-processing customer-service role
• Familiarity with incident tracking, ticketing and SLA reporting tools
• Experience providing on-call and rotational cover for bank holidays, weekends and out-of-hours incidents
• Prior exposure to regulated financial-services operational environments

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.