Senior Director, Program Lead - Client IQ

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

FIS is a leading global provider of technology solutions for banks, capital markets firms and corporates. The company has over 55,000 people around the world who are dedicated to advancing the way the world pays, banks, and invests. FIS helps their clients use technology in innovative ways to solve business-critical challenges and deliver superior experiences for their customers.

FIS’ Client Office, encompassing Client Servicing, Support, Implementation & Professional Services is a best in-class organization, delivering client excellence and underpinning the success of our customers and FIS.  Executing on our client promise includes consistent account servicing, proactive product adoption, and efficient client support models, delivering a modern technology enabled first class experience. 

What you will be doing

As the Client IQ Program Lead within the Client Office, you will lead a significant enterprise-wide initiative focused on modernizing the end-to-end client lifecycle journey with an AI enabled CRM platform, across Banking, Capital Markets, and Corporate customers. 

In this role you will be accountable for orchestrating the end-to-end delivery of a multi-year, cross-functional program that spans business, technology, and operations. The ideal candidate brings deep experience in Client and Commercial experience design, program governance, stakeholder alignment, and value realization. This role will leverage Salesforce, or comparable solution, to streamline client management processes and enhance customer interactions.

Key responsibilities include:

Strategic Leadership & Vision
•    Define and continuously refine the AI-enabled platform vision, roadmap, and success metrics to ensure alignment with the enterprise goals
•    Use advocacy and inquiry to disrupt, think big / bold and challenge the status quo, proposing broad, strategic and innovative solutions to ensure future state drives simplicity, connectedness, and standardization for our clients  
•    Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving
•    Serve as the single point of accountability for program outcomes, ensuring alignment with C-suite priorities and enterprise value targets

Program Governance & Execution 
•    Establish and lead the Execution Hub to drive governance, risk management, and delivery rigor across the program workstreams
•    Oversee integrated planning across workstreams, ensuring milestone alignment, dependency management, and proactive risk mitigation
•    Participate in Future Forward governance to ensure program vision, decisions and dependencies are clearly understood and tightly governed 
•    Apply a value-driven approach to design, decision-making and achieving outcomes. Continuously monitor and refine the solution based on value tracking performance outcomes 

Stakeholder Engagement & Change Leadership 
•    Oversees enterprise-wide change management efforts, including communications, training, and cultural alignment
•    Work with Change Leadership to ensure senior leaders, business unit heads, and functional teams understand the value of the program and are equipped to delivery key messages that drive buy-in and adoption

Team Leadership & Talent Development
•    Build and lead a high-performing program team, including program owners, workstream leads, and promoters of change across the enterprise
•    Foster a culture of accountability, innovation, and continuous improvement that is led by data-driven insights
•    Stay on top of industry leading trends and have curiosity in the Client Experience and Technology industry to drive innovative thought leadership

What you bring

•    Substantial experience in front-office program management and people management
•    Proven track record leading global cross-functional business and IT transformation programs with enterprise-wide impact
•    Experience in leveraging Salesforce, or comparable solution, to streamline client management processes and enhance customer interactions
•    Deep understanding of business strategy, operating models, and delivery of new ways of working, AI-enabled platform, and change activation
•    Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, occasional