Client Relationship Delivery Director

| 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.
About the team
FIS empowers small to large retirement plan providers around the globe with a comprehensive, integrated suite of retirement solutions. Our industry-leading offering includes an extensive selection of technology and services. From record keeping technology and plan administration and compliance solutions, to financial wellness that supports all aspects of retirement services business and positions our clients for future growth. We are looking for a talented resource, who is comfortable working multiple appropriately prioritized issues and/or projects at a time. One who desires to be a part of this global dynamic retirement technology team where they will grow personally, technically and professionally.
What you will be doing
In this role at FIS, you will be responsible for managing customers embarking on multi-year programs to "lift out" business and transition into FIS' environment as well as transform and modernize their business.We will rely on you to build and preserve trusting relationships with our customers and to find ways to outperform our competition and maintain our company's positive image. You will use your leadership skills to build internal and external relationships at all levels, drive results and facilitate collaboration across the FIS enterprise to deliver on client commitments and future needs. You will also be asked to understand client needs and be the change champion to support the client on Wealth and Retirement Industry advancements cultivating ideas for developing new products, solutions, offerings or concepts. You must build trust and act with integrity, so the client knows that we care for their outcomes and ensure we obtain the best results. We also expect you to be a strategic thinker with an analytical mind and strong problem-solving skills. You will need to be courageous and take calculated risks to move the relationship(s) forward in a positive manner.

  • 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 executive contact and 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.
  • Leverage industry knowledge and experience managing in a BPO/Outsourced environment to solution, design and ensure Client satisfaction and success in their partnership with FIS.
  • Partner with Client and internal operations and technology leadership to ensure clear and effective understanding and implementation of all program objectives.
  • Monitor all KPIs and partner with operations leadership on strategy and tactics for delivery execution.
  • Proactively identify and drive opportunities for breakthroughs and differentiation based on strong understanding of the Client's business goals and objectives.
  • Coordinates with appropriate sales personnel for opportunities of new FIS products or services.
  • Leverage knowledge of the Financial Services industry including Wealth and Retirement business to support Client in developing and driving business growth.
  • Engage with Product, Development and Professional Service organization to ensure solutions and services delivered to Client meet industry and market needs through continual improvement and innovation.
  • Works to maintain and grow client relationships while ensuring ongoing customer service.
  • Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.


Client Facing Responsibilities

  • Day-to-day interface with Client(s) for leadership and operational updates, issues, program changes and opportunities.
  • Acts as a primary interface with the Client on escalated issues and provides status of issue inquiries, updates and resolutions to the Client and key FIS leadership.
  • Supports the build out, generation and presentation of Executive Program reporting to represent the business and initiatives underway at FIS for the Client.
  • Effectively present business results, initiatives and other data and represent FIS's core values and strengths at all times.
  • Prepare, generate and develop Client presentations, solution proposals, business strategy objectives and first level analysis of reports to be presented to internal and external stakeholders.
  • Participate in leadership meetings both internally and externally as well as serve as an active participant in the Executive Steering Committee Meetings with Client and FIS Executives.
  • Actively participate in a leadership role in all Business Reviews, Calibrations, site visits, etc. for assigned Client.
  • Support the Client on issue resolution or escalations pertaining to single or multiple processes within a given Client and line of business within the assigned Client.
  • Engage in solutioning initiatives, new processes and enhancements prepared in collaboration with Operations, Technology, Training, Quality, Client Services, Client Operations, Development, etc.


What you bring:

  • Bachelor's degree in business, computer science or information systems or the equivalent combination of education, training, or work experience.
  • 10-15 years in a Leadership/Management/Client Relationship role supporting Services/Operation/Call Center/Contact Center Management. Preferable experience managing in a BPO/Outsourced environment with Client-facing responsibilities.
  • A minimum of ten years in client management, sales, or the financial industry dealing with large financial institutions and a minimum of ten years of experience in a leadership role.
  • Strong Relationship Building and Networking skills with both internal and external clients.
  • Proven knowledge to represent the enterprise's entire range of products to the client and of the Retirement industry
  • Proven track record in client relationship management, service delivery and/or the sales of technology products and services
  • Solid Project management skills and Leadership Background.
  • 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


What we offer you

  • A competitive salary and benefits
  • 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
  • Time to support charities and give back in your community

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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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