Client Services Manager

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelors Degree Travel Percentage : 5 - 10% As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advancethe world of fintech, wed like to ask you: Are you FIS About the roleCareer level professional role requiring extensive skill and proficiency. Works independently with only administrative supervision on highly complex projects with extensive latitude for independent judgment. Expected to mentor others on staff and is a rolemodel for rest of team. Effectively communicates with all levels of technical and non-technical personnel. Ability to provide communication on issues or complex information to a wide audience based on knowledge. Participates in strategic planning and direction.Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff. Assigned to highly visible, sensitive and critical clients. Typically requires a minimum of five years banking or related financial industryexperience. Customer service or client management experience - a plus About the team FIS® Capital Markets provides a holistic set of products and services that addresses the needs of the financing market. Our products levels the siloes and eliminates redundant, inefficient processes so you can maximize top line returns. With a global platformand a real-time view, you can efficiently utilize and optimize inventory across the firm to monetize your assets, make more informed trading decisions and manage collateral more effectively helping clients guard against regulatory risk by eliminating manualprocesses and errors through increased automation and connectivity. This team is a collection of highly specialized, self-motivated and collaborative professionals spanning a range of functional & technical disciplines: software development, data researchers, market & application specialists and product support & management. What you will be doing

• 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 (note: this role is not responsible for opening up 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 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, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and attimes 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 kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billingis 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.
• Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.
• Other related duties assigned as needed..

What you bring

• Bachelors degree in business or related field or the equivalent combination of education, training, or work experience
• 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

What we offer you:At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities

Privacy StatementFIS 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 . Sourcing ModelRecruitment 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 responsiblefor any related fees