Senior Client Services Manager

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

The FIS Treasury and Risk Client Experience Team supports the FIS Treasury SaaS platform Integrity. Primarily working with our Premier and Premier plus Integrity clients, assisting them with any service requests, service Incidents, service reviews owning the end to end relationship.

What you will be doing:

In this role, you will be managing the service side of the client relationship including escalation, effective oversight of client production support, execution of account plan activities, building of relationships with client contacts and management of the Premier and Premier plus clients.

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

• 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 (note: this role is not responsible for opening requests or being the direct point of contact for support or project related items.

• Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client's 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, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent.

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

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

• Provides oversight on commitment requests including setting up commitment in system, participating in project kick-offs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.

• Identifies 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.

Education Requirements:

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

What you bring:

• 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

• Strong communications skill, both verbally and written

• Strong organizational skills

Added bonus if you have:

• Previous experience working in a Treasury environment

• Technical knowledge of contracts and legal documents

What we offer you:

• A competitive salary

• A modern, international work environment and a dedicated and motivated team

• The chance to work on some of the most challenging, relevant issues in financial services & technology.

• A broad range of professional education and personal development possibilities – FIS is your final career step

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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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