We are seeking a seasoned Client Services Manager to join our service delivery team in Sydney. You will be part of a four-member team who are key point of contact for FIS's Retail Payments clients. You will be the primary customer liaison for service aspects of the client relationship including service issues and escalations, client communications for incidents and problems, support for client business initiatives and associated implementations, management and analysis of client requests, building of relationships with client contacts and ensuring client satisfaction is high. Work in hybrid environment (FIS Office and Home) as part of a team of four (all onshore) reporting to the Client Relationship Delivery Manager.
Responsibilities
Client Relationship Management: Serve as the primary liaison for enterprise clients, ensuring their needs are met and fostering long-term partnerships.
Service Delivery Oversight: Lead the end-to-end service delivery process, ensuring compliance with Service Level Agreements (SLAs) and client expectations.
Technical Proficiency: Utilize your understanding of Payments products - Issuing & Acquiring to troubleshoot issues, interpret system logs, and collaborate effectively with technical teams.
Conducts regularly scheduled status calls with client to discuss important key service topics and to discuss available service offerings.
Problem Resolution: Address client escalations promptly, identify root causes, and implement effective solutions to enhance service quality.
Strategic Planning: Collaborate with cross-functional teams to develop strategies that align with client objectives and drive business growth.
Performance Reporting: Generate and present regular reports on service performance, client satisfaction, and operational metrics to stakeholders.
Compliance and Risk Management: Ensure all services comply with industry regulations and organizational policies, particularly concerning payments technology and financial software.
Providing on-call support as per roster to the client and FIS support teams as a point of escalation.
Creating and monitoring 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.
This is a hybrid role, requiring work both at the FIS office and from home on assigned days.
Weekend on-call support is expected as per the on-call roster.
What you bring:
Service Delivery Experience: Proven experience in service delivery roles, preferably from the vendor side, with a focus on enterprise clients.
Payments Technology Expertise: In-depth knowledge of payment systems, platforms, and industry trends.
Financial Software Proficiency: Experience with financial software systems and the ability to navigate and understand environments.
Technical Aptitude: Ability to understand Issuing & Acquiring systems, interpret system activities, and collaborate with technical teams to resolve issues.
Communication Skills: Excellent verbal and written communication abilities, with a talent for managing and influencing diverse stakeholders.
Analytical Skills: Strong problem-solving capabilities, especially in high-pressure situations.
Client-Centric Approach: Dedication to delivering exceptional client experiences and building enduring relationships.
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Industry Knowledge: Familiarity with compliance, security, and regulatory requirements in the payments and financial software sectors.
What we offer you:
Competitive Salary plus benefits including subsidised medical and personal insurances and ESPP
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
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Sourcing Model
Additional Information
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.
Fis · Sydn 55, Australia