Job Description
We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?
About the role:
In the role as a Senior Client Relations Director, you will be responsible for directing relationship team(s) and/or associated support functions for multiple lines of business as part of a division. Ensures client issues are resolved, serves as an escalation point for client issues, and is responsible for maintaining/improving client satisfaction and client retention. Establishes operational objectives and work plans, and delegates assignments to subordinates. Involved in developing, modifying, and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client's business. The Senior Client Relations Director must have exemplary social skills and a personable, professional demeanor. They must be able to identify an understanding of mutual goals and individual issues and must also take a proactive approach to problem solving. They must also be confident and an exceptionally capable speaker.
What you will be doing?

• Maintain contact with client at an executive level, focusing on the strategic nature of the relationship. Representing the Enterprise to the client and the client to the Enterprise.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
• Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
• Works to maintain and grow the client relationship while ensuring ongoing customer service.
• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
• Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
• Keeps abreast of new products/services and changes to existing products/services.
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
• 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.
• Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
• Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
• Manages and communicates expectations internally and externally.
• 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.
• May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• Ensures representatives are properly trained when new products are released, or products are upgraded
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• May work at an FIS or a client location.
• Travel required. (based on clients needs)
• Other related duties assigned as needed.

What you will need:

• Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience
• Requires a minimum of ten plus years banking or related financial industry experience
• Ten plus years of Senior Leadership responsibility
• Understanding and experience in identifying needs and personal care of high-net-worth clients
• Customer service or client management experience - a plus.
• Exceptional interpersonal and client service skills
• Excellent presentation and organizational skills
• Advanced knowledge and experience working with Microsoft office products such as: (Word, Excel and PowerPoint)

What we offer you:
A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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Vaccination Requirements
Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
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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