Senior Client Services Manager

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 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**:

- Advanced professional individual contributor role with broad understanding of their area of expertise. Resolves complex issues requiring in-depth knowledge and skills.
- Exercises judgment in decision making, determines approach, methods and procedures to use on new assignments. May coordinate and guide the work of others.
- 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.
- 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 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.
- Advanced professional role having broad expertise or unique knowledge. Uses professional concepts in developing resolution to critical issues and broad design matters. Works independently on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
- Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Expected to be primary mentor for others on staff and is a role model for rest of team.
- Other related duties assigned as needed.

**What you bring**:

- 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 as a senior member in strategic planning and direction. Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff. Assigned to the most highly visible, sensitive and critical clients. Typically requires a minimum of ten years banking or related financial industry experience.
- Customer service or client management experience - a plus.

**What we offer you**:

- Opportunities to innovate in fintech
- Inclusive and diverse team atmosphere
- Professional and personal development
- Resources to contribute to your community
- Competitive salary and benefits