Job Description
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.
About the team
The Corporate Support Director will lead a team of Corporate Support Managers as well as helping to shape the development of US Gaming in FIS. The key purpose of the role is to facilitate and provision an outstanding customer experience in the delivery of Worldpay operational solutions, minimising the time to live, as well as assisting the team build strong relationships with our merchants, monitoring outputs of the team against set objectives, and predefined SLAs.
For help on product knowledge use https://eas.fnis.com/eas/catalog/index.php
What you will be doing
- Coach and develop team to improve quality of issue resolution. Activities include:
- Recruit and induct new joiners
- Recommend training approach and conduct training with current and new hires
- Providing regular individual feedback via 1-1 sessions
- Lead on initiatives to develop the customer experience
- Ensure quality control in delivering key merchant outcomes:
- Drive quarterly reviews with team members about specific merchants on relationship health and upcoming action points
- Providing Actionable feedback for improvement in merchant contact by sampling and reviewing quality and timeliness of case management
- Manage and prioritise workflow to improve efficiency. Activities include:
- Identify and remove hotspots within workflow
- Re-balance workload between team members
- Manage holiday cover
- Direct a team of Corporate Support Manager’s who are responsible for ensuring customers have the right support during implementation, on-boarding and go-live
- Ensure customers and internal stakeholders have a common understanding of expected implementation timelines
- Manage customers’ expectations and tracking activity in Salesforce
- Validate that required application forms are completed with the appropriate information in line with the agreed solution (e.g. completion of on-boarding documentation)
- Advise on user acceptance test strategy and detailing appropriate testing scenarios
What you bring:
- People management skills - able to recruit, coach, develop and inspire people for success
- Able to engage and influence people at all levels
- Experience of issue management and escalation handling
- Customer-orientated thinker
- A passion to delivery excellent service delivery
Added bonus if you have:
- Knowledge of the Betting and Gaming Industry
- Resilient, imaginative and innovate thinker
- Payments experience
What we offer you
- Competitive salary and excellent bonus potential
- Domestic travel
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A broad range of professional education and personal development possibilities – FIS is your final career step!
- The chance to work on some of the most challenging, relevant issues in financial services & technology
- Time to support charities and give back in your community
- A work environment built on collaboration, flexibility and respect
- A fantastic range of benefits including private medical cover, dental cover and travel insurance