Senior Client Services Manager

4 weeks ago

Singapore FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Travel Percentage :

0%

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.

What you will be doing:

  • 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.
  • May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
  • Ensures representatives are properly trained when new products are released or products are upgraded
  • Selects, develops and evaluates personnel to ensure the efficient operation of the function.
  • Manages and communicates expectations internally and externally.
  • Maintains contact with client in cooperation with Client Relationship Management team
  • Strategically focused and responsible for client satisfaction, maintaining client communication (direct through queries and escalations and indirect through Client Relationship Management team)
  • In cooperation with Client Relationship Management team acts as the primary liaison for 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 and coordination of the client loyalty process.
  • Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
  • 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.
  • Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
  • Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
  • Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
  • Other related duties assigned as needed.

What you bring:

  • Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience
  • Minimum 7 years of experience in managing teams and client services in banking and finance
  • Communicates ideas both verbally and in written form in a clear, concise and professional manner
  • Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
  • Proven knowledge to represent the enterprise's entire range of products to the client and of the industry
  • Proven track record in client relationship management and/or the sales of technology products and services
  • Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
  • Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business
  • Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth and high levels of customer satisfaction
  • Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise
  • Demonstrates the ability to lead by example and motivate professional level staff
  • Displays strong leadership qualities, decision making abilities and strong business judgment
  • Possesses strong personnel management skills
  • Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
  • Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
  • Demonstrated customer-focused leadership ability
  • Ability to work both independently and in a team environment

What we offer you:

  • Competitive salary
  • Attractive benefits
  • 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

#LI-OY1

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.

#pridepass

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