Client Services Manager

4 weeks ago

Sydney, Australia Jobs for Humanity Full time

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.

Company Name: FIS Global

**Job Description**:
Client Relationship Manager - Financial Services
**Position Type**: Full-time

**Type of Hire**: Experienced (relevant combination 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
As a Client Relationship Manager at FIS, you will work in a virtual environment (FIS Office and Home) as part of a team, reporting to the Client Relationship-Delivery Manager Senior. Your main responsibility will be to manage the service side of the client relationship, including effective oversight of client projects and implementations, building relationships with client contacts, and managing the client loyalty process.

What You Will Be Doing
- Developing strong working relationships with assigned clients and FIS resources.
- Managing and communicating expectations internally and externally.
- Managing the service component of the client relationship.
- Educating clients on various FIS processes and procedures to assist with awareness, navigation, and self-help tools.
- Conducting regularly scheduled status calls with clients to discuss important service topics and review projects.
- Preparing artifacts and leading client meetings.
- Acting as an escalation point between the client and request desk.
- Working with ITSM, Helpdesk, and Flight Deck teams to provide quality service and manage client requests and incidents.
- Providing on-call support as a point of escalation for the client and FIS support teams.
- Participating in relevant internal FIS meetings.
- Creating and monitoring monthly service level/availability management reports.
- Identifying additional opportunities to provide more products, services, or resources to customers and referring them to the managing director/relationship manager.
- May participate in business reviews to learn about clients' strategic direction and gain a good understanding of the products and/or services FIS is offering.
- May work at an FIS or client location.
- Performing other related duties 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 preferable.
- Background in documentation work.
- Strong communication skills, both verbal and written.
- Good working knowledge of FIS systems and 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.
- Human relations, negotiation, and documentation skills.
- Team skills, including the ability to establish and maintain effective working relationships.

What 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 to job postings, our employees, or any other part of our company.

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