Director Global BPO and Transformation

Job description

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 Director Global BPO and Transformation About your role: As Director, Global BPO & Experience Transformation, you will lead the business-side strategy and operating model for outsourced merchant support across global partners, sites, and products. You will work closely with Call Center Operations, Quality Assurance, Vendor Management, Procurement, and partner leadership to improve resolution integrity, performance governance, and merchant experience. This role is critical to ensuring our business process outsourcing model delivers measurable outcomes for merchants, not only transactional efficiency. What you'll do: Build and lead the enterprise business process outsourcing (BPO) performance and quality governance model across merchant support operations, including scorecards, weekly business reviews, monthly business reviews, quarterly business reviews, action tracking, remediation paths, and cross-vendor comparison frameworks Validate vendor-reported performance against merchant outcomes by establishing controls that measure verified first contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and complete issue resolution Lead the business-side execution of global service delivery transitions, including customer service support migration to the Philippines and technical support migration to India, with readiness assessments, certification gates, nesting standards, and go or no-go decision processes 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 Coach and influence vice presidents, directors, and operations leaders on disciplined vendor management practices, challenging weak requirements, ineffective governance, and training gaps that affect performance outcomes Provide performance evidence and operational insight to support vendor consolidation decisions, commercial strategy, request for proposal evaluations, and outcome-based or gainshare model design Lead and develop teams by setting clear priorities, driving accountability, and building leadership capability across internal functions supporting outsourced service delivery Responsibilities listed are not intended to be all-inclusive and may be modified as necessary. Experience you'll need to have: 10+ years of experience leading BPO operations, contact center operations, vendor performance management, or outsourced service delivery transformation in financial services, payments, fintech, or another regulated industry 10+ years of experience managing offshore service delivery operations with 300+ full-time employees across global partner environments, including the Philippines and/or India 8+ years of experience building and governing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation plans, and merchant or customer outcome measurements 5+ years of experience managing and developing teams Experience with quality assurance systems, workforce management concepts, BPO commercial models, attrition management, and performance analysis in large-scale support environments Demonstrated ability to influence vendor executives and internal senior leaders, inspect site operations, and challenge reported results using measurable business outcomes Bachelor's degree or higher in business, operations, finance, management, or a related field, or equivalent combination of education, related experience and/or military experience Experience that would be great to have: Experience with outcome-based commercial models, gainshare structures, and vendor consolidation decision-making Experience supporting both technical support operating models in India and customer service scale-up models in the Philippines Familiarity with artificial intelligence-enabled support tools, agent-assist platforms, translation tools, or accent support technology used to improve service quality and efficiency Experience leading large-scale service transitions or re-platform initiatives in global support environments Sponsorship: You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role. Benefits at Fiserv: Fuel Your Life program to support your physical, financial, social, and emotional well-being. Paid holidays and generous time away policies. No-cost mental health support through Employee Assistance Programs. Living Proof program to recognize your peers’ extra effort with points redeemable for rewards. Eight Employee Resource Groups to foster a collaborative culture and expand your network. Unparalleled professional growth with training, development, and internal mobility opportunities. Medical, dental, vision, life, and disability insurance options available from day one. Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan. Tuition assistance and reimbursement program. Paid parental and military leave. Salary Range: $155,000.00-$215,000.00