Client Services Manager Senior

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

This role will work with Large Financial Institutions (LFI) which are considered the top 100 clients.

You will manage the service side of the client relationship including governance practices that include: Incident Management, participation in the Enterprise Service Delivery Office (ESDO) Client Specific 24x7 On-Call 800# rotation support for urgent production issues requiring timely client communications, Client Morning Report on Application Availability, Root Cause Analysis, Change Management, Project Portfolio Management, Escalation Management, Issue Ticket Oversight, Monthly FIS SLA report gathering and email delivery to the client's DL, and support in generating and delivering the Monthly ESDO Service Delivery.

What you will be doing?

In this role you will be responsible for:

• This role will be a Service Delivery Problem Solver.

• Manage and communicate expectations internally and externally.

• Manage the service delivery component of the client relationship.

• Prepare PowerPoint Presentations and conduct (Monthly/Quarterly) Performance Reviews with the client.

• 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.

• Schedule and conduct regular Combined Governance Council Committee calls with LFI clients to discuss important key service topics/escalations. These CGC meeting also review the status of projects in the client's queue along with tickets that have not been resolved. Proactive follow-up both internally and externally is critical for a timely resolution.

What you will need:

• 3-5 years of recent Client Facing Banking and FINTECH industry experience

• 3-5 years of recent experience with SNOW, Service Now, Power BI and Power Point

• Advanced MS Excel skills including graphs, pivot tables, data management

• This role requires flexibility in hours- 24 x 7 On Call Rotation

• Able to communicate effectively- articulate ideas and procedures to clients and stakeholders

• Ability to understand and apply banking industry FINTECH concepts

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

• Ability to effectively utilize highly collaborative technology in coordination with FIS colleagues.

• ​Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience.

Added bonus if you have:

• Good working knowledge of FIS systems as well as the industries in which FIS competes for business. Thus, terminology used is already very familiar.

• Some Project Manager experience is helpful

What we offer you:
A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech

• Always-on learning and development

• Collaborative work environment

• Opportunities to give back

• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $89,180.00 - $149,820.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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