Fiserv

Direct Express Operations Business Manager

Fiserv$82K — $132K *
Finance & Insurance
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience.
  • 5+ years experience in operations leadership within financial services.
  • Strong knowledge of incident and problem management practices.
  • Expertise in KPI establishment and operational transformation.
  • Advanced skills in Power BI and Power Automate for data reporting.
  • Experience in managing reporting frameworks and complaints analytics.

Responsibilities

  • Lead client experience strategy for Direct Express cardholder services.
  • Manage senior-level vendor accountability and performance.
  • Oversee incident response and problem management with executive communication.
  • Conduct client governance and service reviews with performance narratives.
  • Collaborate with tech, product, and compliance teams for operational improvements.
  • Track SLA/SLR commitments and risk identification in service delivery.
  • Design metrics and performance tracking for servicing and vendor indicators.
  • Analyze complaints trends and provide insights for remediation opportunities.

Benefits

  • Annual incentive opportunity in cash bonuses and equity awards.
  • High-visibility role within a reputable client environment.
  • Opportunity to drive service excellence and continuous improvement.
  • Access to advanced analytics and automation tools.
  • Collaboration with diverse teams across technology and compliance.
Full Job Description
Job Title
Direct Express Operations Business Manager

What does a successful Direct Express Operations Business Manager do at Fiserv?

As a Direct Express Operations Business Manager for the Direct Express program, you will provide operational leadership within a high-visibility client environment and serve as a key partner in driving service excellence and continuous improvement. You will lead complex vendor and stakeholder ecosystems, establish the operating model for incident, problem, and knowledge management, and leverage advanced data and reporting capabilities to drive strategies that improve cardholder outcomes and strengthen client trust.

What you will do:
  • Lead the operational client experience strategy for Direct Express cardholder servicing, including defining priorities, success metrics, and governance to deliver consistent performance and stability.
  • Own senior-level vendor management, including performance accountability, corrective action governance, and escalation management across multiple partners.
  • Lead major incident response and problem management, including executive communication, root-cause leadership, and sustained remediation to prevent recurrence.
  • Lead client governance and service review cadences, providing clear performance narratives, risks, and recommendations aligned to client outcomes.
  • Partner with technology, product, and risk/compliance leaders to drive strategic operational improvements, readiness for releases, and continuous optimization of the servicing model.
  • Own external SLA/SLR commitment tracking, ensuring adherence to contractual and regulatory obligations, and proactively identifying risks or gaps in service delivery.
  • Lead metrics design, KPI development, and performance tracking, including call center, servicing, and vendor performance indicators.
  • Drive complaints reporting and analytics, with a strong focus on Fiscal Service and agency-related complaint trends, root cause insights, and remediation opportunities.
  • Leverage advanced analytics and automation tools (Power BI, Power Automate) to build dashboards, automate workflows, and integrate data across multiple systems of record to support operational decision-making and performance management.


What you will need to have:
  • Bachelor's degree or equivalent experience.
  • 5+ years of experience in operations leadership, client experience, or servicing within a regulated financial services environment.
  • Strong command of incident/problem management practices and operational control disciplines, including driving measurable remediation.
  • Strong data-driven leadership skills, with experience establishing KPIs, building reporting narratives, and driving operational transformation.
  • Advanced proficiency in Power BI and Power Automate, with demonstrated ability to design dashboards, automate reporting processes, and enhance data visibility.
  • Strong ability to analyze and synthesize data across multiple systems of record (e.g., servicing platforms, CRM systems, operational tools) to ensure accuracy, consistency, and actionable insights.
  • Experience managing reporting frameworks, SLA/SLR performance tracking, and complaints analytics, particularly within regulated or government-linked programs.


What would be great to have:
  • Operational consulting experience
  • Solid ability to understand complex business and technical concepts and make balanced judgments when faced with trade-offs
  • Strong problem-solving skills and ability to build consensus
  • Strong communication and presentation abilities to interact at all levels of the clients from C-level to technical and operational levels
  • Strong thought leadership and the ability to influence others through collaborative efforts
  • Ability to quickly establish credibility and rapport with a broad set of constituencies


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.

Salary Range
$82,500.00 - $132,000.00

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company's sole discretion.

Thank you for considering employment with Fiserv. Please:

  • Apply using your legal name
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

About Fiserv

CashEdge(R) provides infrastructure that global financial institutions rely on to extend their online channels and enhance customer profitability. CashEdge delivers secure Online Money Movement and Advanced Account Aggregation platforms that power specialized retail banking and advisor applications. These proven solutions enable CashEdge's clients to create compelling online offerings that attract customers, generate revenues, and reduce costs. CashEdge serves top-tier financial institutions around the world. Clients and partners include Vanguard, RBC Financial Group, CIBC, Yahoo! Finance, Digital Insight, First Data, TD Canada Trust, NYCE, Laurentian Bank, Financial Fusion and Corillian. CashEdge has offices in New York and Silicon Valley.

Fiserv Careers

Join the Fiserv team today and be part of a dynamic company known for innovation, leadership, and a commitment to the professional growth of its employees. At Fiserv, we offer more than just job opportunities; we provide a platform where skills are honed, leadership is cultivated, and career aspirations are achieved. Work You’ll Do At Fiserv, we are constantly on the lookout for talented individuals eager to thrive in a culture that fosters growth and diversity. Our team is composed of professionals who lead the way in financial services technology. By joining us, you will collaborate with some of the brightest minds in the industry, working together to solve complex challenges and deliver innovative solutions that impact millions of people every day. Explore Our Job Opportunities Whether you're seeking an entry-level position or a more senior role, Fiserv offers a range of career paths in areas such as software development, project management, financial analysis, and client services. Our hiring process is designed to identify and attract individuals who are not only technically proficient but who also embody our values of integrity and responsibility. Internship Programs Kickstart your career with a Fiserv internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment. As an intern, you’ll gain hands-on experience while working on meaningful projects that directly contribute to the company’s goals. Benefits and Culture Fiserv is committed to the well-being and continuous development of our employees. We offer competitive benefits including health, dental, and vision insurance, as well as opportunities for professional development through leadership training and diversity programs. Our culture is one of inclusion, where every team member is valued and has the opportunity to contribute to our success. Career Growth and Development We believe in nurturing the potential of our employees through career development initiatives and continuous learning opportunities. At Fiserv, you will find a supportive environment where you can grow your career through on-the-job experiences, mentoring, and formal training. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with Fiserv today and help shape the future of financial services. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Fiserv. Explore, innovate, and grow with Fiserv. Let your career journey begin here, where you can make a real difference in the world of finance.
Learn more about Fiserv
Size
44,000 employees
Market Cap
$63.4 billion
Industry
Net Income
$958 million
Founded
1984
5 Year Trend
+24.1%
Revenue
$14.8 billion
NASDAQ

Similar Jobs

More Jobs at Fiserv

More Finance & Insurance Jobs

Find similar Direct Express Operations Business Manager jobs: