Calling all innovators – find your future at Fiserv.

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

Director of Account Management - Operational Leadership & RM Support

About your role:

As Director, Account Management you will lead, monitor, and develop Account Management staff responsible for advancing clients’ knowledge, utilization, and satisfaction with Fiserv products and services. You will own the end-to-end account strategy for a portfolio of marquee enterprise payment processing clients, ensuring delivery excellence, commercial outcomes, and strong cross-functional collaboration. This role partners closely with Sales, Product, Professional Services, Delivery, and Legal to shape joint roadmaps, convert strategic opportunities into revenue, and mitigate client and operational risk. You will also build a high-performing team through coaching, metrics-driven performance management, and consistent executive engagement.

What you'll do:

• Lead and manage the Account Management team, setting priorities, allocating work, and ensuring the team delivers consistent, high‑quality operational support to Relationship Managers (RMs) across enterprise accounts.
• Oversee day‑to‑day team operations, ensuring deadlines, follow‑ups, and deliverables are completed with accuracy and aligned to RM and client needs.
• Establish workflows, performance standards, and operating rhythms that enable Account Managers to support RMs efficiently, including standardized templates, processes, and reporting structures.
• Coach, mentor, and develop Account Managers, focusing on operational discipline, cross‑functional coordination, quality of documentation, and readiness to support RMs with complex account activities.
• Drive team performance management, including goal‑setting, behavioral expectations, developmental plans, performance reviews, and recognition programs that reinforce accountability and excellence.
• Monitor client operational health across the portfolio, guiding Account Managers in the preparation of dashboards, issue logs, service summaries, and insights that equip RMs for client discussions.
• Lead escalation management by directing Account Managers in triage, tracking progress, coordinating with cross‑functional teams, and ensuring timely communication back to RMs.
• Ensure all operational documentation is accurate and consistent, including meeting notes, action trackers, account plans, EBR materials, renewal readiness artifacts, and client reporting packages.
• Oversee the creation of executive business review (EBR) materials, ensuring Account Managers produce accurate data pulls, visuals, analytics, and operational narratives to support RM delivery.
• Manage workload intake and prioritization, ensuring Account Managers properly route RM-driven client requests to internal teams and follow tasks through to resolution.
• Support RM renewal preparation by directing Account Managers to gather operational data, coordinate with Legal and Product, and manage cross‑functional dependencies.
• Oversee onboarding and ongoing operational alignment for new client contacts, ensuring the team communicates processes, support models, and expectations clearly.
• Implement and maintain operational processes, playbooks, and documentation to ensure the team executes work consistently and at scale.
• Identify process gaps and drive continuous improvements in how the team supports RMs—such as optimizing reporting templates, automation opportunities, or workflow enhancements.
• Ensure audit, compliance, and documentation readiness across the team, maintaining operational rigor and internal accountability.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 5+ years of experience in enterprise account and portfolio leadership, including managing teams of account managers for marquee/high-value clients.
• 5+ years of experience negotiating and structuring large enterprise contracts, Statements of Work, and complex commercial terms.
• 5+ years of experience in enterprise sales, renewals, and expansion, including developing and executing retention and growth strategies for accounts > $50M in annual processing revenue.
• 5+ years of experience with payments industry standards and networks such as PCI DSS, NACHA, Visa, Mastercard, and Interac.
• 5+ years of experience managing client escalations, SLAs, and operational service delivery for enterprise accounts.
• 8+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Demonstrated success driving net-new revenue and expansion within large enterprise accounts.
• Experience leading Account Management teams focused on enterprise payment processing accounts, including developing metrics and coaching for performance excellence.
• Experience managing critical client escalations and ensuring rapid resolution and customer satisfaction.
• Experience conducting client visits, executive business reviews, and analyzing client feedback to create measurable action plans.
• Experience aligning teams with Client Service SLAs and implementing systems to track progress and outcomes.

How you’ll work:

• This role requires the use of a computer and audio equipment.
• This role requires flexibility to work overtime, including weekends and holidays.

Travel:

• Approximately 10% travel off-site or to other office locations is expected.

Sponsorship:

• Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Benefits at Fiserv:

• Fuel Your Life wellness program with activities and rewards to support total well-being
• Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
• No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
• Recognition through Living Proof, with points redeemable for merchandise and gift cards
• Eight Employee Resource Groups to build connection and inclusion
• RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
• Comprehensive extended health care and vision benefits, plus dental coverage
• Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
• Company-paid Short-Term Disability and Long-Term Disability income protection
• Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits

Salary Range:

$112,000.00-$140,000.00

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.

Warning about fake job posts:

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.