Director, Client Experience Apme

**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.

**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 (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.
- Other related duties assigned as needed.

**What you bring**:

- 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
- Flexibility, versatility, dependability

**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

**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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