VP, EMEA Operational Excellence Greater Southend-on-Sea, United Kingdom Area

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Job Title

VP, EMEA Operational Excellence

Vice President – EMEA Operational Excellence

Role Overview

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 cost management within a significant P&L 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

Cost management within a P&L

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

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 a significant P&L 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

Contact Centre Platforms

Familiarity with contact centre and telephony platforms including:GenesysAvayaAspect 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.

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