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Manager, Implementations

Fiserv Gaithersburg, MD
  • Expired: March 31, 2019. Applications are no longer accepted.

**Position Description**
Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that effects change? At Fiserv we celebrate diversity and want you to lead our client-facing call center team responsible for servicing our financial institution clients. You will provide mentorship, leadership, workflow management and quality direction to your customer support team. Do you enjoy helping your team to respond effectively to customer inquiries while solving problems associated with the use of our online financial service products and services? Are you ready to commit to a meaningful role at a creative and growing company? Then we would really love to see you apply and join in our continued success.
**What does a great Manager of Implementations do?**
The Manager of Implementations, Digital Services leads, develops and mentors a team of technical implementation analysts in the configuration and deployment of digital banking systems. The ideal candidate would not only act as a leader and mentor to the team, but will also work with peers to improve processes and develop more efficient delivery methods while maintaining a high level of client satisfaction.
**Essential Job Responsibilities:**
+ You will manage the day to day operations of the Digital Services Implementation Team
+ Schedule staffing assignments and complete capacity planning worksheets for implementation and professional service installation events.
+ Lead and coordinate discussions with cross functional teams to troubleshoot and resolve client related issues
+ Collaborate with Fiserv BUs to ensure there is "interlock" in the delivery of digital products.
+ Mentor the Implementation Team by developing and executing training programs, processes and procedures that allow the team to continually build their skillset.
+ You will manage and follow through on escalations from clients, managers, other department leaders and team members. This process will require C-Level communications as well as taking control of a situation and pulling in the right resources across the organization to resolve critical issues.
+ Work closely with peer leaders to align technology skills, troubleshooting techniques and technical best practices that can be used by both groups to deploy a One Fiserv approach.
+ Assist in the planning and execution of a seamless technology transition plan for clients transitioning from Implementations to Client Support.
+ Assist our Professional Services team in generating new business and following through on project execution.
+ Track and Manage billable resource hours and complete performance matrix reporting
+ Manage the delivery of Professional Service engagement services. This will include scheduling, pipeline and financial reporting.
+ Being a Self-Motivated, Self-Starter is critical for this position
+ Work closely with the Director of Professional Services to build and deliver additional Professional Services to our client base. This would include both standard offerings and offerings customized by client.
+ Performs other duties as required
**Basic Qualifications for Consideration** **:**
+ Bachelor's Degree in Computer Science or equivalent experience.
**Job Related Experience:**
+ Minimum of 8 years' experience in running, configuring, troubleshooting, developing and/or supporting an Online Banking or digital platform utilized in a SaaS environment
+ Previous Supervisory/Management experience in a multi-project, fast paced implementation environment required.
+ Experience in a highly matrixed organization
**Additional Skills/Knowledge:**
+ Financial Services or related banking experience
+ Excellent communications skills and the ability to translate highly technical explanations to a non-technical audience
+ Ability to build strong relationships with clients and internal stakeholders
+ Excellent written/communication skills
+ Ability to build detailed process, procedure and measurability standards
+ Must be a self-starter and someone who takes ownership of responsibilities and duties
**Travel required** : Minimal
**Who We Are:**
Credit Union Solutions at Fiserv provides integrated account processing solutions for more than one-third of the credit union marketplace, building an innovative foundation for growth, as well as the technology needed to drive efficiency and deliver superior member service in a changing marketplace.
We have a lot to consider, from identifying and adapting to changing regulations and mitigating risk to keeping pace with evolving technology and providing excellent member service. Credit unions' goals aren't new. How they achieve them is. With the right tools in place, Fiserv helps credit unions eliminate barriers to growth, realize efficiencies, ensure compliance, face risk issues head on and provide the superior service members deserve.
Want to be a part of a team that effects change? Join our team and see why Fiserv is one of the Most Admired Companies!
Fiserv is an Equal Opportunity Employer/Disability/Vet.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit for more information.