Vice President Operational Excellence

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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

Key Responsibilities

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

Skills and Experience

• 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

Why Join

This is a high-impact leadership role with responsibility for shaping and improving operational support across a complex, multi-country EMEA environment. It offers the opportunity to influence service delivery, cost efficiency, automation, governance and operational resilience at scale.

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).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.