Client Services Manager

5 months ago

Sydney, Australia FIS Global Full time

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Bachelor of Commerce/Business
**Travel Percentage**:
5 - 10%
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 role**

Work in Virtual environment (FIS Office and Home) as part of a team (offshore and onshore) reporting to the Client Relationship-Delivery Manager Senior to 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.

**What you will be doing**
- 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.
- 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.
- Prepare artefacts and lead client meetings (e.g. Daily Standups, Change Management, Post Incident and Operational Meetings).
- Acts as an escalation point between client and request desk.
- Work with ITSM, Helpdesk and Flight Deck teams to provide quality service and manage client request and incident tickets.
- Provide Oncall support where required to the client and FIS support teams as a point of escalation.
- Participate in relevant internal FIS meetings (e.g. Problem and Incident forum and Change Advisory Board meetings) that may have client relevance.
- Creates and 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 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.
- May work at an FIS or a client location.
- Other related duties assigned as needed.

**What you bring**
- **Good background in Client and Production Support**:

- **Good client management, relationship building and support experience**:

- **Background in Payments Domain is preferrable**:

- **Background in documentation work**:

- 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 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

**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

**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.

**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

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