Customer Service Senior Manager

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 role 

As a Customer Service Senior Manager you will be a part of ASIA/EMEA Customer Service team with main responsibility for CEEMEA and Germany. 

This role involves monitoring and managing service levels, ensuring client satisfaction, and overseeing personnel to maintain efficient operations. You will act as a liaison between clients and the company, focusing on continuous improvement and strategic client relationship management. 

What you will be doing   

• Monitoring monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacting the appropriate product area if “misses” fall within guidelines of a contractual penalty. 

• Monitoring call queues, call volume, and other metrics. Analyzing results and analyzing trends. Ensuring the volume of work produced meets product/service standards and exceeds quality standards. 

• Ensuring representatives are properly trained when new products are released, or products are upgraded. 

• Selecting, developing, and evaluating personnel to ensure the efficient operation of the function. 

• Managing and communicating expectations internally and externally. 

• Maintaining contact with clients in cooperation with the Client Relationship Management team. 

• Strategically focusing and being responsible for client satisfaction, maintaining client communication (direct through queries and escalations and indirect through the Client Relationship Management team). 

• Acting as the liaison for the service side of the client relationship in cooperation with the Client Relationship Management team, including escalation, effective oversight of client projects and implementations, execution of account plan activities, building relationships with client contacts and management, and coordination of the client loyalty process. 

• Maintaining comprehensive knowledge of applicable products, services, and company policies and procedures. 

• Participating 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. 

• Identifying areas where continuous improvement can be applied, overseeing the implementation of the change, and measuring the level of improvement. 

• Participating in the client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments. 

• Performing other related duties as needed. 

Who are we looking for   

We are seeking a skilled and dedicated professional who meets the following criteria: 

• A bachelor’s degree in Banking, Finance, Business, or a related discipline. 

• Advanced English language skills (minimum C1 level), enabling seamless and professional communication.