Client Services Manager Senior

FIS

92d

About The Position

This role 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. The role is pivotal in ensuring that clients receive exceptional support and service. By fostering open and transparent dialogue, this role not only resolves issues efficiently but also identifies areas for continuous improvement, enhancing service delivery and processes.

Requirements

• Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience.
• Typically requires a minimum of eight to ten years’ banking or related financial industry experience.
• Customer service or client management experience is a plus.
• 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.

Responsibilities

• Develops strong working relationships with assigned clients and FIS resources.
• Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.
• Manages and communicates expectations internally and externally.
• Manages the service component of the client relationship.
• 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.
• Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied.
• Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) 'misses'.
• Calculates and processes service level credits in the event of a contractual penalty.
• Provides oversight on commitment requests including setting up commitment in system and participating in project kickoffs.
• Identifies additional opportunities to provide more products, services or other resources to customer.
• Participates in business reviews to learn about clients’ strategic direction.
• Participates in client loyalty process by informing assigned clients of process and developing action plans to address any negative comments.

Benefits

• Opportunities to innovate in fintech.
• Tools for personal and professional growth.
• Inclusive and diverse work environment.
• Resources to invest in your community.
• Competitive salary and benefits.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees