Product Support 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. Are you FIS?

About the role:

As a Product Support Representative Senior, you are the primary liaison for service side of the client relationship, building of relationships with client contacts and coordination of the client loyalty process. Management role with some individual contributor components. Experienced professional with experience in a client support role and some domain knowledge. Able to act independently to manage client engagement, client escalations, client communication and issue triage. Coordinate and work with other functional and technical teams to resolve issues for clients.

What you will be doing:

Provide front line support to clients to manage the post production business as usual status for Transfer Agency applications and help triage client issues. Participate in coordination with other internal teams and act as the central point of contact work closely with all relevant teams - Operations, Development, Professional Services, teams to ensure client environments are stable and performing at acceptable levels.  Serve as a point of escalation for troubleshooting and resolution of client issues. The mission of the role is to show visible improvements on service delivery and internal team performance.

What you bring:

• Strong communication and presentation skills
• Can work well with remote teams.
• Collaboration skills to work with other disciplines
• Proficient with MS Excel
• Team player, ownership attitude, and collaboration.
• Negotiation and influencing skills.
• Customer relations.
• Ability to think logically under pressure.
• Discernment.
• Problem solving and troubleshooting.
• Conflict management.
• Willingness to change the status quo.

Knowledge and Experience:

• Good to have familiarity with transfer agency systems, or similar background.
• Understanding of FIS brand and capability to represent FIS in key client communications relating to FIS business strategy.
• Understanding of process improvement strategy and implementation of the same on accounts.
• Experience in support and/or client account management.
• Familiarity with technology (SQl Server) to understand how applications work (understanding of web server, app and DB servers how they interact).

Key Responsibilities:

• Manages operations and work with teams that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management.
• Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
• Reports new or recurring problems to product management and/or product development departments.
• Monitors ticket volumes, ticket turnaround times and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards.
• Attend and minute weekly and monthly governance meetings with clients as needed, presenting KPIs and metrics relating to open issues, issue turnaround etc.
• Ensures representatives are properly trained when new products are released or products are upgraded or patched.
• Prepare and track improvement plan for continuous service level excellence.
• Participate in incident management process and coordinate until issues are resolved and RCAs are delivered.
• Ensure client expectations are managed across all active work streams to minimize escalations to senior management.
• Best practices i.e. how to best utilize functionality to meet customer business needs and get Client experience teams up to speed.
• Ensure comprehensive handover from Professional Services team to Client Services of new projects.
• Selects, develops and evaluates personnel to ensure efficient operation of the function.
• May have to adapt to supporting teams in front line support with client inquires, issue triage, calls with clients, etc..
• Some flexibility of hours is required; Call Center 24x7 environment

• Other related duties assigned as needed.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time posit