Manager, Client Implementations

Fiserv

Lincoln, NE Management & Operations
Position Description

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:

Resource Management:

  • 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

Client Management:

  • 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

Product Knowledge:

  • 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.

Required Qualifications:

Education

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

Additional Skills/Knowledge:

  • Excellent leadership skills
  • Takes initiative and ownership
  • Demonstrated knowledge of management by metrics
  • Client focused
  • 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

 Travel Required:

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.

Job ID: 2236

Posted 9 days ago

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