Operations Workflow Manager

Fiserv•Marietta, GA

About The Position

Join Fiserv’s Operations team supporting collections and recovery services operations. As the Operations Workflow Manager, you will assist the Director, and Leadership Team, in leading day-to-day operations of a Collections Call Center environment. You’ll be responsible for streamlining workflows, enhancing operational strategies, ensuring regulatory compliance, and driving performance to meet or exceed departmental goals. Your leadership will directly impact revenue, productivity, quality, and customer experience across the collections organization.

Requirements

Minimum of 4 years of project management experience.
3+ years of operations experience with direct exposure to call center and/or collections environments; at least 2 years in a people/managerial role.
Bachelor’s degree in Business, Finance, Operations, or related field OR equivalent relevant work experience.
Demonstrated experience with workforce management and scheduling tools (e.g., NICE, Verint, Teleopti, Kronos) and contact center/collections platforms (CRM, IVR, ACD)
Excellent verbal and written communication skills.
Proficiency in process mapping and modeling tools.
Working knowledge of collections compliance, fair debt collection practices, and relevant regulations in your region.

Nice To Haves

Strong data analysis and reporting skills; proficiency with Excel and experience using BI tools (Power BI, Tableau) and/or SQL preferred.
Certification in Lean, Six Sigma (Green/Black belt) or similar continuous improvement methodology.
Experience with automation and RPA initiatives in collections or contact centers.
Prior P&L, budgeting or cost-to-serve optimization experience.
Knowledge of Business Process Management (BPM) methodologies and tools.
Technical aptitude with business systems, data analysis tools, and emerging technologies (e.g., AI, automation).

Responsibilities

Partner with leadership to identify, develop, and implement improvements in collections strategy that positively impact productivity, quality, and customer service.
Support the Director by providing recommendations to improve performance, resolve issues, complete audits, and identify trends.
Lead segments of the center’s operations to ensure contractual quality and service level standards are met while maintaining profitability.
Promote cross-functional collaboration and facilitate knowledge sharing to ensure consistent SOP execution and workflow adoption.
Facilitate teamwork and encourage individual contributions to achieve common goals.
Monitor key performance indicators (KPIs), conduct root-cause analyses, and implement corrective actions to maintain service levels and compliance.
Serve as the primary escalation point for both client and internal issues, resolving problems in alignment with technical support policies and procedures.
Communicate customer issues with leadership and advise on improvements to the customer experience.

Benefits

Fuel Your Life program to support 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 used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave