Client Services Manager II

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

We are currently looking for a Client Services Manager II to join our London team that is responsible for the EMEA clients of our treasury solution “Integrity”.

About the role
The Client Service Manager (CSM) will be responsible for working with key customer stakeholders and FIS Integrity Management to ensure that we build transparent relationships, with service improvement initiatives where required, and really provide best in class customer satisfaction levels. Manage the service side of the client relationship including escalation, effective oversight of client satisfaction to ensure they remain with FIS.

About the team

We are global support team who are passionate about helping clients run their financial operations.

We cooperate closely together, fostering a collaborative environment where everyone's contributions are valued.

We place a strong emphasis on Client Excellence providing the highest level of service possible.

What you will be doing

• Build professional relationships with key client staff.
• Successful service delivery - SLA achievement and high level of customer satisfaction.
• Monitoring overall performance of Integrity Support, along with the client satisfaction.
• Good communication around issues and opportunities – get things done, make things happen, whilst gaining the confidence of our client base.
• Collaborate with senior management on client account management and growth and provide positive impact in reducing future client attrition.
• Act as a point of escalation for operational issues and service-related enquiries for Key clients and any clients within the Critical Care Programme.
• Engage with Client to understand current and future business requirements.
• Working with the client and operations teams to identify and manage service improvement activities.
• Ability to follow established best practices for service management and delivery along with monthly service reporting to clients and internal stakeholders.

What you bring

• Either equivalent combination of education, training, or work experience or bachelor’s degree in business or related field.

• Communicates ideas both verbally and in written form in a clear, concise, and professional manner in English
• 3+ years of relevant experience
• Proven experience in supporting/managing Business Applications in a production environment
• Have a good grasp and understanding of client relationship.
• Ability to work in a matrix organization and work and lead cross functional teams to meet customer/project objectives
• Excellent communication and interpersonal skills with the ability to develop and maintain relationships across various levels within the customer organization

Added bonus if you have

• Treasury experience supporting Treasury Products
• Background in service management

What we offer you

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• A work environment built on collaboration, flexibility and respect.
• Report into the Sr Director of SaaS Operations
• Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing
• Varied and challenging work to help you grow your client relationship experience

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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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