Director Global BPO and Transformation

Fiserv
United States
Workplace: RemoteFull timeUSD 155,000 - 215,000 annuallyFunction: Executive & General ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Accountability","Influencing","Governance"]

Lead the enterprise business process outsourcing (BPO) performance and quality governance model for outsourced merchant support across global partners, sites, and products. Establish controls that validate vendor-reported performance against merchant outcomes, run service delivery transitions (including migration to the Philippines and India), and partner with Quality, Centers of Excellence, Vendor Management, Procurement, and operations leaders to enforce improvement plans, remediation, and outcome-based strategy. Travel up to 30% to inspect operations and support frontline execution.

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FursaFursa
Fiserv
Fiserv
1 day ago

Director Global BPO and Transformation

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Lead the enterprise business process outsourcing (BPO) performance and quality governance model for outsourced merchant support across global partners, sites, and products. Establish controls that validate vendor-reported performance against merchant outcomes, run service delivery transitions (including migration to the Philippines and India), and partner with Quality, Centers of Excellence, Vendor Management, Procurement, and operations leaders to enforce improvement plans, remediation, and outcome-based strategy. Travel up to 30% to inspect operations and support frontline execution.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Build and lead the enterprise BPO performance and quality governance model, including scorecards, business reviews, action tracking, remediation paths, and cross-vendor comparison frameworks.
  • •Validate vendor-reported performance against merchant outcomes using controls for verified first contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and complete issue resolution.
  • •Lead business-side global service delivery transitions, including support migration to the Philippines and technical support migration to India, with readiness assessments, certification gates, and go/no-go decisions.
  • •Partner with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders to create and enforce vendor-specific improvement plans that strengthen ownership, empathy, and resolution quality.
  • •Travel to partner sites to inspect floor operations, engage site leadership, conduct town halls, and connect frontline teams to merchant needs and business priorities.
Travel: Medium travel

Pay and Benefits

Salary: USD 155,000 - 215,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kTuition AssistancePaid Leave

Key Requirements

  • •10 years leading and/or managing BPO operations, contact center operations, vendor performance management, or outsourced service delivery transformation in regulated financial services/payments/fintech.
  • •10 years managing offshore service delivery operations with 300+ full-time employees across global partner environments, including the Philippines and/or India.
  • •8 years building and governing performance scorecards, quality frameworks, service reviews, remediation plans, and merchant/customer outcome measurement.
  • •5 years developing and coaching teams and/or individual contributors.
  • •Experience with quality assurance systems, workforce management concepts, BPO commercial models, attrition management, and performance analysis in large-scale support environments.
Experience:10+ yearsFintechPaymentsBPOContact centerRegulated industry
Education:Bachelor's
Skills:LeadershipCoachingAccountabilityInfluencingGovernance

Eligibility

Visa:F-1H-1BH-2TN
Work Authorization:Authorization required. Sponsorship not provided.

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