Fiserv

VP Client Technical Support II

Fiserv$256K — $384K *
Finance & Insurance
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 12+ years in client support or operations within fintech or financial services.
  • 10+ years managing teams and senior leaders across multiple locations.
  • Experience in building internal partner relationships and improving client satisfaction.
  • Proven ability in operational delivery model transformation and strategy execution.
  • Experience in technology-driven product development for client organizations.
  • Familiarity with establishing measurable service benchmarks and governance processes.
  • Bachelor's degree in business, IT, engineering, or related field.

Responsibilities

  • Lead 24/7 support operations ensuring timely incident response and service continuity.
  • Design and execute transformation to an AI-first service delivery model.
  • Build and scale a servicing model aligning support to client needs and revenue profiles.
  • Lead global alignment and decision-making for high-performance operations.
  • Partner with teams to deliver technology-driven support capabilities enhancing client experience.
  • Redesign service models to optimize capacity and performance against client needs.
  • Define global governance and performance measures for new support capabilities.

Benefits

  • On-site work environment to enhance collaboration and onboarding experience.
  • Participation in an annual incentive opportunity, including cash bonuses and equity awards.
Full Job Description
Job Title
VP Client Technical Support II

About your role:

As the Vice President, Client Technical Support, you will lead a globally distributed client technical support organization across North America and APAC providing strategic support and partner-facing service functions for our Financial Solutions business. You will work across clients, internal partners, and enterprise stakeholders to strengthen global service delivery, optimize partner relationships, and improve operational performance by aligning regional execution, service standards, and operating rhythms to deliver consistent client outcomes. This role is critical to advancing tailored consulting and support capabilities while fostering innovation and continuous improvement across the organization.

What you'll do:
  • Lead 24x7x365 production support operations for multiple lines of business, ensuring timely incident response, service continuity, operational quality, and measurable performance outcomes.
  • Design and execute a transformation of the service delivery model to an artificial intelligence (AI)-first operating approach, improving issue prevention, intelligent routing, resolution speed, associate productivity, and service economics.
  • Build and scale a segment-based servicing model that aligns support motions, service levels, and coverage strategies to client complexity, revenue profile, product adoption, and business needs.
  • Lead across multiple geographies, building organizational alignment and decision-making discipline that support high-performance global operations.
  • Partner with Product, Product Development, and Enterprise Technology Group leaders to define and deliver technology-first support capabilities, including self-service, automation, predictive insights, and digital workflows that improve client experience and operational margin.
  • Lead segmentation and service model redesign efforts that improve alignment between client needs and support delivery, enabling differentiated service experiences while optimizing capacity, productivity, and margin performance.
  • Define global governance, performance measures, and adoption plans for new support capabilities, ensuring transformation initiatives deliver measurable improvements in service quality, client satisfaction, and operating leverage.
  • Influence senior leaders across the global peer group to align on common service strategies, governance models, and platform investments that improve consistency, efficiency, and long-term support performance.
  • Advocate for focused investment in common global capabilities that strengthen scalability, reduce fragmentation, and improve service delivery across regions and lines of business.
  • Lead the Partner Optimization and Support teams, providing tailored consulting services and support to clients and internal partners.
  • Drive excellence in the professional services group dedicated to optimizing partner relationships.
  • Establish and manage performance benchmarks, service metrics, governance routines, and documented processes that improve accountability, repeatability, automation, and customer satisfaction.
  • Oversee budget, revenue, expense, and cost management activities for the support organization while identifying opportunities to improve efficiency and reduce total cost of support.
  • Lead, coach, and develop a team of directors and senior leaders across multiple locations and time zones, building succession plans and a culture focused on execution, collaboration, and continuous improvement.
  • Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.


Experience you'll need to have:
  • 12+ years of experience in client support, partner support, professional services, service delivery, or operations within payments, fintech, financial services, or enterprise technology environments.
  • 10+ years of experience managing and developing teams, including senior leaders, with responsibility for coaching, organizational design, succession planning, and performance management across multiple teams or locations.
  • 10+ years of experience building and managing internal partner relationships, including delivering consulting or support services that improve operational performance and client satisfaction.
  • Proven experience driving or operational delivery model transformation, including defining strategy, establishing outcome-based KPIs, developing investment business cases, and executing change with broad adoption across teams.
  • Proven experience in technology-driven product development and management that enhances operational processes and support functions for client technology organizations.
  • Experience establishing measurable service benchmarks, governance processes, escalation frameworks, and operational controls using data to drive decisions and continuous improvement.
  • Experience managing budgets, expense models, resource planning, and organizational performance in a complex enterprise environment.
  • Bachelor's degree or higher in business, information technology, engineering, or a related field, or equivalent combination of education, related experience and/or military experience.


Experience that would be great to have:
  • Experience leading partner optimization, professional services, or consulting organizations in a financial technology environment.
  • Familiarity with support models that serve both external clients and internal business partners.
  • Experience driving service innovation, process automation, or operational transformation initiatives.


How you'll work:
  • This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
  • This role requires use of a computer and audio equipment.


Salary Range
$256,000.00 - $384,000.00

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

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