Program Manager, Sr Advisory

Company: Fiserv
Location: Alpharetta
Posted on: February 13, 2019

Job Description:

What does a great Client Experience Program Manager do?

The purpose of the Client Experience Program Manager is to define, execute, measure and improve the governance / framework to increase loyalty and client retention. Scope of responsibility includes oversight and management of multiple program tracks of work and ensuring a consistent usage of standard program and project management practices supporting a Client Experience program. The Program Manager will provide leadership, vision, strategic planning, execution direction, escalation and reporting oversight. The Program Manager will collaborate closely with the following key client stakeholders: Account & Service Management, Technology, Implementations, and Professional Services & Client Support organizations.

As a Client Experience Program Manager, you can look forward to:

Executing on Client Experience initiatives, measure and improve the framework to meet objectives.

Providing a holistic view of all Client Experience initiatives and its respective programs

Defining program governance outlining roles/responsibilities

Ensuring success criteria defined upfront to promote alignment and actively manage to expectations

Keeping all stakeholders (internal & external) engaged in the programs aligned on expected outcomes and informed

Proactively communicating the programs progress on an on-going basis, ensuring transparency

Providing leadership and key stakeholders with the information and venues to make effective, timely decisions. Increasing transparency by institutionalizing appropriate inspection practices to continuously improve program delivery and ensure a uniform experience

Basic qualifications for consideration:

• Bachelor degree in business or equivalent work experience. HS Diploma required.
• 10 years of previous senior project or program management and/or relevant consulting experience
• Knowledge of and demonstrated experience in project or program management processes and methodologies, as well as, project lifecycle
• Experience in driving large scale change efforts
• Experience with matrix management of cross-functional processes and teams within and external to the organization.
• Success Characteristics:
• Excellent interpersonal, organizational, written, verbal and presentation skills
• Demonstrated maturity, credibility and self-confidence to function in a demanding environment both as a strategic and hands-on leader
• High level of integrity and dependability with a strong sense of urgency, accountability and result-orientation
• Ability to influence without authority and support a client centric culture
• Ability to travel up to 25%
  
  Preferred qualifications for consideration:
  
  
  
  • Project Management Professional (PMP) certification preferred, not required
  • Experience in banking, financial services, and/or software industries desired
  • Experience in Leading Client Experience initiatives, Voice of the client or UX design programs
    
    Who we are:
    
    Fiserv is dedicated to providing financial accounting software that automates and streamlines day-to-day processing by reducing the effort required to perform financial accounting functions. Our clients include the finance leadership, financial and treasury accountants at leading US financial institutions.
    
    FISERV IS AN EQUAL OPPORTUNITY EMPLOYER/DISABILITY/VET

    Keywords: Fiserv, Alpharetta , Program Manager, Sr Advisory, Executive , Alpharetta, Georgia

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