Fiserv

Director Global BPO and Transformation

Fiserv$155K — $215K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in leading BPO operations or service delivery transformation in regulated industries.
  • 10+ years managing offshore operations with 300+ employees, particularly in the Philippines/India.
  • 8+ years in establishing performance governance using scorecards and service reviews.
  • 5+ years of experience in team management and development.
  • Experience with workforce management, performance analysis, and attrition management.
  • Proven ability to influence and challenge executives based on measurable outcomes.
  • Bachelor’s degree or higher in business, operations, finance, or related fields.

Responsibilities

  • Lead BPO performance governance, implementing scorecards and action tracking.
  • Validate vendor performance metrics against actual merchant outcomes.
  • Oversee global service delivery transitions, ensuring readiness and compliance.
  • Collaborate with partners to enhance vendor performance and resolution quality.
  • Engage in site operations inspections and connect teams with business needs.
  • Influence senior leaders on vendor management and operational effectiveness.
  • Provide insights for vendor consolidation and performance-based decision-making.

Benefits

  • Comprehensive well-being program covering physical, financial, social, and emotional health.
  • Flexible paid time off and generous holiday policies.
  • Free mental health support through Employee Assistance Programs.
  • Peer recognition program with redeemable rewards for outstanding efforts.
  • Diverse Employee Resource Groups to enhance collaboration and networking.
  • Extensive professional growth opportunities including training and internal mobility.
  • Medical, dental, and vision insurance available from day one.
  • 401k matching and employee stock purchase plan for retirement planning.
  • Tuition assistance and reimbursement options available.
  • Paid parental and military leave provisions.
Full Job Description
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

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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

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

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