Sr Manager – Client Services Delivery

Responsibilities

• Lead the end-to-end setup of customer service operations in Japan, including contact center architecture, staffing, process design, and vendor selection.
• Serve as the primary delivery lead and client liaison for high-value regional accounts, managing expectations and escalations.
• Define and monitor service performance metrics (SLAs, KPIs) and drive continuous improvement through quality assurance and workforce management.
• Develop and execute the Japan launch project plan, managing timelines, resources, risks, and cross-functional communications.
• Create and maintain training programs, SOPs, and service workflows tailored to the Japanese market.
• Coordinate with Product, Technology, Compliance, and HR to ensure security controls and hiring are aligned with launch milestones.

Requirements

• 10+ years of experience in designing and implementing enterprise contact center platforms and omnichannel routing architectures.
• 8+ years of experience in payments systems operations and integration (e.g., ISO 20022, reconciliation, and settlement).
• 8+ years of experience implementing security and data protection controls, including PCI DSS and Japan’s APPI.
• 8+ years of experience in program and project management using PMP/PRINCE2 methodologies.
• 6+ years of experience integrating CRM and customer service platforms such as Salesforce, ServiceNow, or Zendesk.
• 6+ years of experience with workforce management, quality assurance, and analytics tools (e.g., NICE, Verint, Tableau).
• Professional fluency in both Japanese and English for client-facing communication and documentation.

Preferred Qualifications

• PMP, PRINCE2, or Agile/Scrum certification.
• Proven experience launching contact center or shared-service operations specifically in Japan.
• Familiarity with Japanese labor laws and HR practices for shift-based operations.
• Experience managing third-party contact center vendors and negotiating SLAs in the APAC region.

About the Company

Fiserv is a global leader in Fintech and payments, connecting financial institutions, corporations, merchants, and consumers millions of times a day. We move money and information quickly, reliably, and securely to drive the transformation of financial services technology.