VP, EMEA Operational Excellence

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 VP, EMEA Operational Excellence The Vice President - EMEA Operational Excellence is responsible for leading support services for a large-scale operations function across EMEA, driving efficiency, governance, insight and operational resilience. This role provides senior leadership across multiple specialist teams covering:

• Capacity Planning
• Service Delivery
• Automation
• Data and Insights
• Control and Governance
The role also holds responsibility for expense management and plays a key role in shaping the operational support model across the region. Scope of Role
• Support services for an operations function of approximately 1,400 people across 11 countries
• Annual volumes of around:
• 2.4 million calls
• 1 million cases
• 4.1 million outbound contacts
• Expense management responsibility
• Leadership of multiple specialist teams across the EMEA operations support model, Capacity Planning
• Lead the team responsible for capacity planning across cross-functional operations teams in EMEA
• Apply a zero-based capacity planning framework
• Provide resourcing recommendations and identify cost-saving opportunities for senior leadership
• Help create capacity for new business growth
Service Delivery and Scheduling
• Oversee day-to-day service performance and operational coordination
• Manage scheduling, prioritisation and execution of critical activities
• Ensure consistent service delivery, strong stakeholder alignment and efficient execution
Automation
• Lead the Intelligent Process Automation team
• Deliver and maintain a portfolio of automated processes that improve productivity and release capacity
• Apply AI-enabled automation to solve complex operational challenges
• Bring strong knowledge and practical delivery of AI within operations
Data and Insights
• Lead the enterprise SQL data warehouse and visualisation team
• Enable accurate reporting against client SLAs and KPIs
• Drive customer insight initiatives to improve processes and communications
• Deliver dashboards to support performance management, coaching and governance
Control and Governance
• Hold accountability for management action plan oversight
• Ensure compliance training adherence and enterprise business continuity planning
• Assess change requests against internal and external compliance requirements, including data, cyber and consumer duty
Growth Support
• Design the operational support model for new clients
• Assess operational cost impact for new business in existing and new countries
• Lead operational bid delivery workshops to support client selection processes
Business Continuity
• Serve as BCP Site Lead
• Ensure operational readiness and response capability
  
  Proven senior leadership experience across large, multi-country operations
• Experience managing expense and driving cost management
• Experience leading multiple specialist teams and managing through other leaders
• Strong background in capacity planning, workforce management and service delivery
• Experience of automation, including AI-enabled automation, with measurable productivity results
• Working knowledge of SQL data warehousing and visualisation tools such as Tableau
• Strong understanding of governance, compliance, business continuity, data protection, cyber and consumer duty requirements
• Experience supporting client onboarding, bids and expansion into new markets
• Excellent stakeholder management and communication skills at senior leadership and client level
Desirable Skills Operational Excellence and Capacity Planning
• Strong grounding in Operational Excellence methodologies
• Ability to identify inefficiencies, simplify processes and drive continuous improvement
• Expertise in capacity planning, forecasting demand and translating findings into clear recommendations
Data Management and Analytics
• Experience in data management and analytics
• Ability to turn operational data into accurate SLA and KPI reporting and meaningful insight
• Hands-on SQL capability
• VBA skills for automating and improving spreadsheet-based reporting and processes
Automation
• Practical experience with RPA
• Ability to identify, deliver and maintain automation opportunities
• Working knowledge of UI Path is desirable
• Understanding of how automation can solve complex operational process challenges
• Strong knowledge and practical application of AI within operations
Contact Centre Platforms
• Familiarity with contact centre and telephony platforms including:
• Genesys
• Avaya
• Aspect UIP Dialler
• Understanding of call routing, outbound contact strategy and contact centre reporting data
Workforce Management
• Experience with workforce management systems, particularly NICE WFM
• Ability to support forecasting, scheduling and intraday resource management
CRM and Reporting Tools
• Working knowledge of Salesforce for case and customer data
• Proficiency in Tableau and Power BI for reporting and dashboard creation