Money Network Operations Director

Fiserv•Omaha, NE

10d

About The Position

As a Money Network Operations Director, you will own key operational workflows and lead cross-functional execution to deliver measurable improvements in cardholder servicing and client outcomes. You will manage vendor performance, own client strategy and provide superior customer service. You will help set standards for knowledge management, ensure operational readiness for changes impacting cardholders, and oversee critical servicing functions tied to SLAs, settlement processes, and file management.

Requirements

Bachelor’s degree or equivalent experience.
4–7 years of experience in operations leadership, client experience, contact center operations, or vendor management in a financial services or regulated environment.
Background in Pre-paid Debit, EBT and customer service with a demonstrated ability to lead cross-functional execution, manage vendors, and drive issue resolution under time constraints.
Strong analytical skills with experience translating data into operational actions and client-ready insights.
Strong communication and stakeholder management skills, including experience supporting client governance cadences.
Candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

Nice To Haves

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 clients including 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

Responsibilities

Own operational performance management for regulated customers cardholder servicing, including trend analysis, action planning, and follow-through to improve service levels and client outcomes.
Drive EBT platform growth initiatives.
Lead vendor management activities (performance reviews, issue resolution, corrective actions) in partnership with internal stakeholders.
Drive incident and problem management for operational events, including coordination of response, communication updates, post-incident reviews, and remediation tracking.
Lead development and maintenance of operational documentation (runbooks, procedures, knowledge base) and ensure servicing teams are trained and prepared for changes.
Build and own strong relationships with EBT and pre-paid Debit customers.
Partner with product, technology, and risk/compliance stakeholders to evaluate operational impacts, escalate risks, and implement mitigations.
Manage and track internal SLAs, ensuring adherence to service commitments, identification of performance gaps, and execution of corrective actions.
Oversee settlement-related operational processes, ensuring accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.