Client Services Manager Senior - Virtual

US IL Virtual

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: VIRTUAL USA

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

About the team:  
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.

What you will be doing?

In this role you will be responsible for:
• 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:

• Ability to understand and apply banking industry FINTECH concepts
• Ability to analyze and solve problems using learned techniques and governance 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

• Ability to handle projects commensurate with job expectations

• Ability to effectively utilize highly collaborative technology in coordination …

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