Direct Express Operations Reporting Lead

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 TitleDirect Express Operations Reporting LeadWhat does a successful Direct Express Operations Reporting Lead do at Fiserv?As a successful Money Network Operations Reporting Lead, 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 Money Network cardholder servicing, including defining priorities, success metrics and governance to deliver consistent performance and stabilityPartner with technology, product and risk/compliance leaders to drive strategic operational improvements, readiness for releases and continuous optimization of the servicing modelDevelop and manage internal and external reporting, delivering clear, accurate and executive-ready insights aligned to operational performance and client expectationsOwn external SLA/SLR commitment tracking, ensuring adherence to contractual and regulatory obligations and proactively identifying risks or gaps in service deliveryLead 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 opportunitiesLeverage 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 managementWhat you will need to have:Bachelor’s degree or equivalent experience5+ years of experience in operations leadership, client experience or servicing within a regulated financial services environmentStrong data-driven leadership skills, with experience establishing KPIs, building reporting narratives and driving operational transformationAdvanced proficiency in Power BI and Power Automate, with demonstrated ability to design dashboards, automate reporting processes and enhance data visibilityStrong 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 insightsExperience managing reporting framework, SLA/SLR performance tracking and complaints analytics, particularly within regulated or government-linked programsWhat would be great to have:Operational consulting experienceSolid ability to understand complex business and technical concepts and make balanced judgments when faced with trade-offsStrong problem-solving skills and ability to build consensusStrong communication and presentation abilities to interact at all levels of the clients from C-level to technical and operational levelsStrong thought leadership and the ability to influence others through collaborative effortsDue to the nature of work performed in this position, candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.Salary Range$103,500.00 - $165,600.00These 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 nameComplete the step-by-step profile and attach your resume (either is acceptable, both are preferable).Our commitment to Equal Opportunity:Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact View email address on click.appcast.io. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.Note to agencies:Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.Warning about fake job posts:Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.SummaryLocation: Berkeley Heights, New Jersey; Alpharetta, GeorgiaType: Full time