Senior Director Product Support

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the team:

A senior leadership position which includes significant external client engagement and internal executive engagement, leading a team of ~200 people and managing an expense budget.

About the position:
• Executive level leadership of a global team that supports clients across the domains of Commercial Lending, Auto Finance and Asset Finance

• Responsibility for driving the strategy of client-centricity and the relentless pursuit of client excellence across the team and enterprise

• Manages teams that execute day to day L1 & L2 application support, drive issue management and lead client engagement via strong governance, reporting and communication

• Manages teams that contribute to other functional groups like Development and CIO in their execution of problem and change management

• Manages teams that deliver solution support and guidance relating to new products/services and changes to existing products/services

• Strategically focused on client satisfaction with a detailed willingness to go deep on metrics like Net Promoter Score, Average Open Ticket Age, OSAT and Ticket Backlog trending and drive change thereafter.

• Leads senior colleagues who are the primary liaisons for their named clients; responsibilities include effective oversight of client initiatives, the build and maintenance of client relationships and escalation management

• Ensures close collaboration with the global CX Senior Leadership team to drive improvement initiatives and priorities

• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement. Prepared to influence other parts of the organization similarly.
• Drives a spirit across the team to identify new business opportunities and to coordinate with appropriate sales personnel to harvest those service and product opportunities.

• Prepared to continuously coach and develop the inherited senior leadership team and/or promote and hire new members into it if necessary. Actively encourages career flow. 

• Actively drives a tight interlock with other functional groups and the business unit itself. Demonstrates the behavior that is expected to be mirrored.

• Will regularly participate in both internal and external business reviews to learn about the strategic direction of the client and business as well as provide valuable insight that allows them to learn from us

• Manages the annual expense budget and prepares, populates and presents during the annual budget cycle

• Occasional domestic and international travel required

What you bring:

• Bachelor’s degree in business, computer science or related discipline or the equivalent combination of

   education, training, or work experience
• 8+ years in a similar role/industry

• Must possess a client-centric mindset and a willingness and ability to drive

change

• Ideally possesses a familiarity with the FIS product and service suite

• Must demonstrate multiple years of experience within the Capital Markets domain, as an individual contributor and leader

• Possesses a broad and/or deep understanding of the operational cadence of our clients

• Proven track record in client relationship management and/or the sales of technology products and services

• Displays strong leadership qualities, decision making abilities and strong business judgment

• Proven track record of building high-performance teams. Comfortable making tough decisions.

• Exceptional verbal & written communication skills and a confidence to negotiate and present in high pressure environments

• A positive and resilient nature is vital as is an immense work ethic that demonstrates leadership by example

• Ability and willingness to operate day-to-day with independence while always focused on mutually agreed objectives

What we offer you