Client Services Manager Senior

Job Description

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

About the role:
As a Client Services Manager Senior, you’ll manage 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 of the client loyalty process.

 What you will be doing?

In this role you will manage 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 of the client loyalty process.

• Effectively communicates with all levels of technical and non-technical personnel.

• Ability to provide communication on issues or complex information to a wide audience based on knowledge.

• Participates in strategic planning and direction.

• Assigned to highly visible, sensitive and critical clients.

• Develops strong working relationships with assigned clients and FIS resources.

• Expected to mentor others on staff and is a role model for rest of team.

• Manages and communicates expectations internally and externally.

• Conducts service value reviews.

• Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools

• Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings.

• Acts as an escalation point between client and request desk.

• 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.

• In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt.

• Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.

• Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.

• 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.

• Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.

What you will need:

• Bachelor’s degree in business, finance, accounting or related field required.

• Relevant capital market work experience for more than three years required.

• Communicates ideas both verbally and in written form in a clear, concise, and professional manner

• Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business

• Ability to understand and apply concepts

• Ability to handle projects commensurate with job expectations

• Ability to analyze and solve problems using learned techniques and tools

• Requires human relations, negotiation and documentation skills

• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally

• Flexibility, versatility, dependability

• Customer service or client management experience – a plus.

• This is a hybrid work schedule position.

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:  

• Flexible and creative work environment 

• Diverse and collaborative atmosphere