Manager, client services operations job description

Job Title
Manager, Client Demand Operations

Job Purpose
Title: Manager, Client Demand Operations
Employer: Fiserv Solutions, LLC

Location: Brookfield, WI (and various unanticipated locations throughout the U.S.)(full-time telework permitted)

Job Description:
Employer seeks Manager, Client Demand Operations to provide oversight of an effective and efficient abbreviated software development lifestyle in an agile environment. Responsible for providing program leadership, vision, and planning to ensure quality improvement initiatives by delivering successful projects with time, cost, quality, and customer satisfaction parameters. Responsible for the organizations performances including hiring, performance management, and termination as necessary to improve the overall capabilities of the organization. Leading and facilitating root cause discovery, improvement suggestions, and overall issue resolution accountability with our clients and internal partners. Developing and establishing department standards and procedures.

Required Qualifications:
Bachelor's degree or equivalent in Information Technology, Business Administration, Engineering, or related field and 8 years of experience leading DevOps teams. Prior experience must include: Managing and prioritizing multiple projects in parallel; 5 years of experience utilizing the ServiceNow platform; 5 years of experience in leadership of a Tier3 application support team; 5 years of experience leading geographically dispersed teams including international locations consisting of at least 10-20 team members; 2 years participating and leading ITIL standard methodology techniques for service operations including root cause analysis, problem, change, and incident management; 5 years of experience in payment processing and financial systems; Certified ScrumMaster (CSM ) & Certified Scrum Product Owner (CSPO ).
Travel: 25% Domestic Travel

P3M

This role is not eligible to be performed in Colorado.

Thank you for considering employment with Fiserv. Please:

Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.
P3M

In order to protect our Fiserv community, Fiserv requires all newly hired employees to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.

As a Benefits Relationship Manager, you will be responsible for supporting, and managing benefit requirements for Medicaid government business for a large PBM client. The primary responsibility within this position is to interpret, analyze, and provide qualitative strategies that are in alignment with the overall plan design, and contracted turn-around delivery times that are currently in place for the Client.
Pay Range

The typical pay range for this role is:

Minimum: 60,300

Maximum: 126,600

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications

* 2 or more years of experience in benefit plan design/coding/testing/account management, or related field
* Willingness and Ability to Travel up to 20% for client support if needed.

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Preferred Qualifications

* Detail Oriented
* Resilient to change
* Customer focused
* Ownership and results driven
* Demonstrated ability to analyze data and determine conclusions
* Excellent verbal and written communication skills

Education

* Bachelor's Degree is required; equivalent experience may be considered

Business Overview

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Department Profile
Operations is one of the largest divisions in the firm and has diverse responsibilities, including correctly settling and recording millions of transactions per day, identifying and mitigating all operational risks, developing strong client relationships and partnering with technology to realize the full potential of IT and e-solutions. Throughout, the Operations department continually seeks ways to improve while actively supporting the development of new businesses, structures and markets.

Background on the Position
The CSC Section Manager will be responsible for coaching and developing a team of Service Professionals, holding members accountable for the service delivered to external and internal clients. The candidate will be expected to delegate responsibilities that lend to the career growth of the team. The new Section Manager will be expected to commit the ultimate success and progression of the organization specifically within driving improvement for the client. That individual must exhibit confidence, adaptability, exceptional problem solving skills and proven team leadership abilities.

The following are primary requirements of the position: coaching and development of direct team members through call monitors, side by side reviews and onsite support. Additionally, that individual will need to meet targets for daily, weekly, monthly, or annual obligations. A successful Section Manager will also be expected to develop and leverage working relationships with Business Partners, contribute to ongoing Service Center process improvement initiatives and manage projects to address the expressed needs of Senior Leadership, Business Partners or clients.

QUALIFICATIONS

Skills required
-Coaching and Development of others
-Confident, self-motivated and a fast learner
-Excellent communication skills: Written and Oral
-Effective understanding of the Firm's products, tools and services
-Continuously seeks to improve the delivery of White-Glove Service to clients
-Broad understanding of the Financial Services Industry
-Embraces the firms Mission and Business Principles
-Exceptional problem solving skills and attention to detail
-Proactive in contributing to the success of the team through process improvements and information sharing
-Displays the ability to multi-task and manages time between people and projects effectively
-Client management and teamwork skills: The candidate must have demonstrated ability in being flexible and working with stakeholders and colleagues at all experience levels.

Qualifications
-Leadership skills: The candidate must have experience leading multiple projects and teams. Candidate must be a strong leader with the ability to implement improvement and drive change within the organization.
-Problem solving skills: The candidate must have the ability to identify complex risks early and develop actionable mitigation plans.
-Communications skills: The candidate must be able to concisely explain complex issues to audiences of varying seniority. The candidate must also possess strong written and oral executive-level communications skills.
-Client management and teamwork skills: The candidate must have demonstrated ability in being flexible and working with stakeholders and colleagues at all experience levels. Experience of engaging and influencing senior leaders within the organization is essential.
-Project management skills: The candidate must have the ability to create practical and comprehensive implementation plans and partner with all levels of management and stakeholders to gain consensus. Experience of managing multiple projects or engagements and their associated budgets is essential.
-Bachelor's Degree.
-24 months Financial Services Experience
-12 months as a Quality Professional or other leadership and coaching experience is required
-Cross Location Business Partner and Team Collaboration

Skills desired
-Series 7, Series 99 (or ability to obtain within 120 days).
-Master's Degree or advanced degree.
-Banking Services Support
-Digital Platform Support

**Job:** **Other*

**Title:** *CSC Section Manager - Client Service Center - Wealth Management Operations*

**Location:** *Georgia-Alpharetta*