Client Services Manager Senior

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 looking for a Client Services Manager to join our Digital One Platform Delivery Team. This role can sit anywhere in the US, ideally near an FIS office location.
FIS Digital One Platform Delivery is responsible for supporting our Digital One platform for large financial institutions. We are the first point of contact for clients supporting all aspects of production systems and service delivery.

WHAT YOU WILL BE DOING?

In this role you resolve complex issues requiring in-depth knowledge and skills. You will need to exercise judgment in decision making, determine approach, methods and procedures to use on new assignments. you will coordinate and guide the work of others. In addition, you will:

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

• Demonstrate financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.

• Manage and communicate expectations internally and externally.

• Manage the service component of the client relationship.

• Conduct service value reviews.

• Educate clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening up requests or being the direct point of contact for support or project related items.

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

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

• Review variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent.

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

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

• Provide 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.

• Identify 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.

• Participate 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.

• Other related duties assigned as needed.

EDUCATION REQUIREMENTS
Bachelor’s degree in computer science, management information systems or business administration or the equivalent combination of education, training, or work experience. PMP (Project Management Professional) certification a plus.

WHAT YOU BRING:

The ideal candidate will have experience working through issues, understanding how to prioritize and using resourceful skills to get issues to resolution.

• 10+ years Client Services Management experience

• The ability to work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends

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

• Excellent analytical, decision-making, problem-solving, team, and time management skills

• Ability to persuade and influence others on the best approach to take

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

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