Fiserv Manager, Client Implementations in Alpharetta, Georgia
What does a great (insert position title) do?
The Implementation Manager will be responsible for a team of associates who perform the hands-on installation of new applications or application updates along with the initial support of these applications. At times, you will be required to perform customer interactions and provide an escalation point during these implementation projects. You will drive associate engagement and customer happiness.
In this role, you will lead and direct the work of others in the delivery of technical processes/projects/services.
You will establish comprehensive knowledge of complex solutions and develop impactful relationships with other Business Units and Bank Solutions clients during implementation projects.
You will plan, conduct and establish a technical vision for assignments while reviewing progress and evaluating results with team members. Operates with substantial latitude for action or decision. Expected to provide regular progress status reports to leadership. Emphasis is placed on accomplishment of broad objectives and assignments along with recommending changes in process, procedures and scope of delivery.
Basic Qualifications for Consideration :
Manage Resource allocation for client-facing projects including new product installs, upgrades and conversions of various sizes
Provide Resource estimates for project requests as part of the demand management in-take process
Maintain knowledge of current and upcoming projects as they relate to resourcing
Utilize critical thinking for prioritization and resource allocation
Provide consultative guidance to management and project teams when developing timelines and resource allocation
Identify potential instances of over/under utilization and work with business partners to solve those issues
Utilize time reporting system to approve and report on Associate project work hours
Lead and manage team including hiring, performance management and coaching as well as staff development.
Ensure staff is kept informed of changes or additions to strategy, products, services, process and technology
Complete goal setting, self-appraisal and development goals as scheduled
Create and maintain a high level of Associate engagement
Manage team travel and expense reporting per company policy and procedures ensuring accuracy and timeliness
Manage team requests within Workday such as time off, timesheet approval in Clarity, expense report approval in Concur and service requests in ServicePoint
Prepare and submit periodic status reports on team project status, efforts and accomplishments
Elicit feedback from clients and internal stakeholders on quality performance of the implementation team
Handle client escalations regarding technical features, functionality, timelines and priorities to ensure projects stay within scope, on schedule and within budgeted hours
Demonstrate strong decision-making that takes into consideration both Fiserv and the client’s business needs
Ensure coordination with other internal Fiserv teams to meet/manage client expectations
Continually evaluate implementation process for improvements that result in client satisfaction and retention
Participate in issue resolution that includes reporting on root causes and recommending process improvements to avoid repeated issues
Collaborate with Client Partners on client project requests including discovery calls with clients
Build and continually develop relationships with product and service teams across the organization
Provide thought leadership in respect to implementing Fiserv products
Stay current with new product developments and functionality
Participate in continual improvement related activities that will achieve efficiency to produce implementations with quality, accuracy and reduced duration
Make recommendations for product enhancements and modifications as appropriate to enhance the implementation and customer experience
Maintain current knowledge of all solution feature, functionality and implementation procedures that they are required for implementing Fiserv integrated solutions
The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.
Degree in Data Analytics, Computer Science, Management Information Systems, Finance, Accounting or Business is preferred. Equivalent work experience may be substituted
Job Related Experience:
3+ years of Team Lead/Manager experience
5+ years of experience in customer facing projects or a client support role
5+ years of experience in the Banking IT service industry
Data Analytics product knowledge preferred
Fiserv Product knowledge with Business Analytics, iVue, Prime preferred
Excellent leadership skills
Takes initiative and ownership
Demonstrated knowledge of management by metrics
Strong technical aptitude
Strong relationship building skills both internally and externally
Strong problem solving skills and attention to detail
Responsive, reliable and results oriented
Strong communications skills (written and oral)
Ability to meet or exceed customer needs and expectations while providing excellent service
Ability to deal with changes in technology/applications that can introduce significant elements of uncertainty and risk
Demonstrate the ability to maintain professionalism, good judgment and adequate performance level while under pressure or in escalated situations
20% to 30% travel may be necessary depending on the client/project demands.
Who We Are:
Bank Solutions delivers technology products and services for community, regional and large financial institutions, whether they process in-house or through an outsourced service center. Our Implementations team is a key part of our client and service delivery team. These individuals focus on partnering with our clients to implement our core technology products, surround solutions and product integrations.
Fiserv is an Equal Opportunity Employer/Disability/Vet.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.