VP - Head of Financial Institutions and Issuer Client Servicing

Fiserv
Omaha
Workplace: OnsiteFull timeUSD 256,000 - 384,000Function: Customer Support (Service Desk)Experience: 12+ yearsEducation: bachelorsSkills: ["Leadership","Collaboration","Continuous improvement","Decision-making","Coaching"]

Lead a globally distributed, 24x7x365 client technical support organization across North America and APAC for the Financial Solutions business. Drive AI-first transformation of service delivery, improve incident response and service continuity, and build a segment-based servicing model aligned to client complexity and business needs. Partner with Product and Enterprise Technology leaders to deliver technology-first support capabilities, establish global governance and performance metrics, and lead directors and senior leaders across locations.

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Fiserv
Fiserv
3 days ago

VP - Head of Financial Institutions and Issuer Client Servicing

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead a globally distributed, 24x7x365 client technical support organization across North America and APAC for the Financial Solutions business. Drive AI-first transformation of service delivery, improve incident response and service continuity, and build a segment-based servicing model aligned to client complexity and business needs. Partner with Product and Enterprise Technology leaders to deliver technology-first support capabilities, establish global governance and performance metrics, and lead directors and senior leaders across locations.
Location: Omaha
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key Responsibilities

  • •Lead 24x7x365 production support operations across multiple lines of business, ensuring incident response, service continuity, operational quality, and measurable performance outcomes.
  • •Design and execute an AI-first transformation of the service delivery model to improve issue prevention, routing, resolution speed, productivity, and service economics.
  • •Build and scale a segment-based servicing model aligned to client complexity, revenue profile, product adoption, and business needs.
  • •Partner with Product and Enterprise Technology leaders to define and deliver technology-first support capabilities, including automation, self-service, predictive insights, and digital workflows.
  • •Lead, coach, and develop directors and senior leaders across multiple locations and time zones; oversee governance, performance metrics, and budget/cost management for the support organization.

Pay and Benefits

Salary: USD 256,000 - 384,000
Equity and Bonus:Equity

Key Requirements

  • •12+ years of experience in client/partner support, professional services, service delivery, or operations in payments, fintech, financial services, or enterprise technology.
  • •10+ years of experience managing and developing teams, including senior leaders, across multiple teams/locations with coaching, organizational design, succession planning, and performance management.
  • •10+ years of experience building and managing internal partner relationships and delivering consulting/support services that improve operational performance and client satisfaction.
  • •Proven experience driving service delivery model transformation with outcome-based KPIs, investment business cases, and broad adoption.
  • •Bachelor’s degree or higher in business, information technology, engineering, or related field (or equivalent combination of education and experience).
Experience:12+ yearsFintechPaymentsFinancial servicesEnterprise technologyProfessional servicesOperationsClient supportPartner support
Education:Bachelor's
Skills:LeadershipCollaborationContinuous improvementDecision-makingCoaching
Tech Stack:AI-firstArtificial intelligenceAutomationSelf-servicePredictive insightsDigital workflows

Company Brief

Fiserv
Provides payments, processing services, risk management, and core banking technology to financial institutions, merchants, and businesses worldwide, enabling digital payments, account processing, and financial services integration.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Brookfield, United States
Founded: 1984
WebsiteLinkedIn