Client Services Manager Senior

FIS Client Relationship Manager

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know: Are you FIS?

About the role: 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.

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.
• 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 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 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.
• 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.

What you will need: 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.

What we offer you: At FIS, we hire the best. In return, you receive exceptional benefits including: 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.