BPO Client Delivery Manager

| Jacksonville, FL
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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.
NOTE: This role may be worked remotely from anywhere in North America
About the team
FIS® Document Capture Manager (formerly FormWorks) increases the accuracy, efficiency and reliability of U.S. health insurance organizations' data streams. Document Capture Manager performs front-end data capture and processes paper and EDI transactions.
What you will be doing
Responsible for high-level relationship management and service delivery of BPO services for one or more assigned clients strategic to the Enterprise. These customers represent Healthcare or Financial Services Accounts are target clients having a major strategic impact on the long-term success of the Enterprise
GENERAL DUTIES & RESPONSIBILITIES
• Apply BPO best practices and solutions for Healthcare and Financial Services customers utilizing FIS staff, tools, technologies and FIS facilities.
• Ensure 100% delivery within FIS SLA client commitments.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution.• Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client's geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.• Responsible for client satisfaction, maintaining client communication, overall management of the client relationship and delivery of outsourced solution.• Oversees and leads teams in delivery of continuous and effective outsourced solutions and ensures project completion within budget and in accordance with contract requirements.• Has profit and loss responsibilities.• Works to maintain and grow client relationships while ensuring ongoing customer service.• Leads the sales effort for incremental revenue opportunities and contract renewals.• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.• Manages technical aspects of projects and is responsible for oversight of vendors and subcontractors.• Leads teams in the delivery of outsourced solutions to the strategic client. Selects, develops and evaluates personnel to ensure efficient operation of the function.• Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.• May work at an FIS or a client location.• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor's degree in business, computer science or information systems or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES• Proven knowledge to represent the enterprise's entire range of products to the client and of the industry• Proven track record in client relationship management, service delivery and/or the sales of technology products and services• Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge• Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business• Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction• Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients• Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client• Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise• Demonstrates the ability to lead by example and motivate professional level staff• Displays strong leadership qualities, decision making abilities, and strong business judgment• Possesses strong personnel management skills
Preferred Qualifications:

  • Healthcare Background versed in Claims Processing
  • Experienced with QA aspects of partnering with Data Entry personnel


What we offer you

  • Competitive salary and excellent bonus potential
  • Attractive benefits including private medical coverage, dental coverage, and travel insurance
  • 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
  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • A variety of career development tools, resources and opportunities
  • The chance to work on some of the most challenging, relevant issues in financial services & technology

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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.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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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More Information on FIS
FIS operates in the eCommerce industry. The company is located in Jacksonville, FL, Denver, CO, Atlanta, GA and Milwaukee, WI. FIS was founded in 1968. It has 57000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all jobs at FIS, click here.
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