Client Relations Manager Senior

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the team

Team  is dedicated to managing critical, time sensitive tasks including key metrics, dashboards, client SLA reporting, regulatory reports. Team ensures accurate and timely collection, analysis and dissemination of data, adhering to stringent deadlines. By optimizing reporting processes and leveraging advance analytics, team is focused on efficiencies and robust governance of data.

What you will be doing             

• Manage a team of professionals involved in managing relationships and service delivery for clients strategic to the Enterprise
• Maintains contact with client at an executive level, focusing on the strategic nature of the relationship
• Represents the Enterprise to the client and the client to the Enterprise
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities
• Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process
• Works to maintain and grow the client relationship while ensuring ongoing customer service
• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services
• Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities
• Keeps abreast of new products/services and changes to existing products/services
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures
• May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering
• Manages personnel who assist in the management of the client relationship.
• Selects, develops and evaluates personnel to ensure the efficient operation of the function
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement
• Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments
• Manages and communicates expectations internally and externally
• Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty
• May monitor call queues, call volume, and other metrics.
• Analyzes results and analyzes trends
• Ensures the volume of work produced meets product/service standards and exceeds quality standards
• Ensures representatives are properly trained when new products are released or products are upgraded
• Selects, develops and evaluates personnel to ensure the efficient operation of the function
• May work at an FIS or a client location
• Other related duties assigned as needed.
   

Who are we looking for             

• Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience
• Proven track record in designing, deploying and monitoring operations key metrics
• Strong technical skills including Microsoft office [Excel, PowerPoint, Word]
• Demonstrate skills to deliver timely, high-quality reports
• 12+ years of proven experience in client relations management
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• Effective presentation, influencing and meeting facilitation skills
• Ability to handle projects commensurate with job expectations
• Ability to analyze and solve problems using learned techniques and tools
• Flexibility, versatility, dependability.
   

What we can offer you

• Working in an international company, alongside international colleagues
• Being a part of an innovative and entrepreneurial environment of a growing department and team
• Option to work fully remotely, with the necessary equipment provided by the company (computer, monitors, accessories