Director of Relationship Management - Operational Leadership

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

About your role:

As Director of Relationship Management you will take ownership of and elevate Fiserv’s most strategic, high-value client relationships — a portfolio of marquis accounts that drive transformative revenue and shape our product direction. As Director, Relationship Management, you will partner with relationship managers (direct reports) that engage with C-suite leaders to create joint roadmaps, unlock cross-sell and innovation opportunities, and deliver commercial outcomes that strengthen Fiserv’s market leadership.

What you’ll do:

• Lead strategy and delivery for a team of RM’s who own a portfolio of marquis accounts, owning retention, renewal, and expansion outcomes to meet revenue and profitability targets.
• Serve as one of the primary executive sponsor and trusted advisor to C-level and senior stakeholders, shaping long-term partnerships and joint roadmaps.
• Develop account plans, risk mitigation strategies, and commercial proposals; coordinate Sales, Product, Professional Services, Delivery, and Legal to deliver integrated solutions.
• Drive contract negotiations, renewals, and commercial terms for large enterprise agreements and Statements of Work.
• Use performance metrics and monthly business reviews to identify service gaps, implement remedial actions, and reduce client and Fiserv liability.
• Identify and prioritize expansion opportunities; work with Sales and Product teams to convert opportunities into measurable revenue growth.
• Mentor and influence Relationship Managers and cross-functional teams to elevate client engagement practices and execution.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 10+ years of experience in enterprise account management and strategic portfolio leadership for marquis or high-value clients.
• 10+ years of experience in enterprise sales, renewals, and expansion, including developing and executing retention and growth strategies for accounts > $50M in annual processing revenue.
• 10+ years of experience negotiating and structuring large enterprise contracts and Statements of Work with cross-functional stakeholders.
• 5+ years of experience using CRM platforms, specifically Salesforce, for account planning, forecasting, and pipeline management.
• 8+ years of experience with payments industry standards and networks such as PCI DSS, NACHA, Visa, Mastercard, and Interac.
• 8+ years of experience in financial analysis and executive reporting using Excel, Power BI, or Tableau.
• 8+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Demonstrated experience driving net-new revenue and expansion within large enterprise accounts.
• Deep knowledge of the Canadian payment's ecosystem and regulatory environment.
• Proven success in stakeholder engagement at the executive and board levels.
• Experience partnering with Product and Engineering to translate client needs into product roadmaps.
• Experience managing global or multi-jurisdictional accounts.

How you’ll work:

• This role requires the use of a computer and audio equipment.
• This role is designed for an individual who can lead a team.

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

This posting is for an existing vacancy.

Salary Range:

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.