Technical Services Manager Senior

Job Description

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?     

About the team:

The Customer Operations (COPS) team is the connective tissue of the company, responsible for bringing financial products to market built on a growing banking-as-a-service platform with multiple external partners.  COPS works cross-functionally across all areas of the business with the goal of establishing and improving our business processes to deliver exceptional customer experience in a scalable, efficient way. 

About the Role:

The Senior Manager Tech Operations will lead the Technology Services and support Team. You will lead the team that acts as the technical liaison between Atelio’s Brand implementation and customer success and our Engineering and Product teams. Similarly, your team will also act as the technical liaison between Atelio’s banking operations and our Engineering and Product teams.

What you will be doing:

• Manages an assigned team of personnel which includes understanding skill types and proficiencies, planning, coaching, recruitment, selection, career and performance development and mentoring.

• Monitors staff performance works with employees to implement goals and document progress.

• Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.

• Manages staff to ensure all duties are performed in an accurate and timely manner.

• Plans and maintains efficient operations by designing, implementing and evaluating level one operations process.

• Develops, implements and monitors policies and procedures.

• Monitors and analyzes telephone statistics and forecasts adjusting schedules to match call volumes.

• Implements production, productivity, quality and customer service standards.

• Identifies and resolves problems, completes audits, determines system improvements and implements changes and resolves escalations.

• Works with project managers, account managers and relationship managers on implementing support enhancements and resolving client escalations.

• Develops an overall strategy to meet departmental/business unit goals and objectives.

• Negotiates solutions and resolves conflicts that have been escalated from a supervisor or manager.

• Assists in the projection of future operational requirements based upon current operations, projected growth and strategic direction.

• Collaborates with other client support managers to drive consistent process and productivity improvements.

• Leads the development of client support programs and process improvements that enhance the level of external customer service.

• Monitors and reports daily, monthly and yearly key performance indicators.

• Assists in the management of technology tools and reports that support operational requirements and efficiencies for department.

• Other related duties assigned as needed. 

​What you will need:

• Bachelor’s degree in business or a related field or the equivalent combination of education, training, or work experience.

Added bonus if you have:

• Deep understanding of the embedded finance space, particularly on the issuer side and/or in payments

• Experience leading large and complex implementation projects

• Experience in an externally-facing role (e.g. Customer Success, Technical Support, Partner Solutions, etc.)

• Knowledge of card networks and ISO 8583 transaction messages

• Knowledge of ACH and NACHA rules

What we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech

• Always-on learning and development

• Collaborative work environment

• Opportunities to give back

• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $115,590.00 - $194,180.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is d