Director Global BPO and Transformation

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 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.

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