Client Services Manager I

Job Description
Position Type :

Full time Type Of Hire :

Experienced (relevant combo of work and education) Education Desired :

Bachelor of Commerce/Business Travel Percentage :

0%
Job Description
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?
About the role:
The Client Services Manager (CSM) is responsible for managing and supporting the Private Capital Solution Suite clients, including the coordination and management of all key client communications. In this role, the CSM will act as a single point of contact for critical client concerns, provide a high-level consolidated view of the client account health for FIS executive management and ensure overall client satisfaction across the Private Capital Suite applications.
What you will be doing?
The CSM is also expected to contribute in various key initiatives such as continuous improvement plans, regulatory and compliance audits, and FIS strategic initiatives for their clients.
Maintains understanding of Client use of the PCS Solution Suite
Monitors Client support queue and ensures open items are triaged quickly are moving through the process expeditiously.
Maintains all event communication with clients (environment patching, maintenance, upgrades, release notes availability, webinars, DR planning and execution, SOC1, etc.)
Oversees governance including, Monthly service review for contracted clients.
Enhanced service reporting (ticket statistics, capacity, etc.)
Ensure that issues and incidents are managed according to procedures and customer SLAs including response times, resolution times, internal and external communication, escalation, and root cause analysis.
Ensure incident reports are completed and distributed according to the SLA and that follow-up actions are performed in a timely fashion.
Ensure that change management is performed smoothly and according to client-specific procedures.
Client Standard Operating guides and business profile, for example markets cleared, volumes.
SLA documentation.
What you will need:
Strong knowledge of Investment and Private Equity domain and operational flows.
Understanding of FIS Private Equity and Investment accounting related products.
Understanding of FIS brand and capability to represent FIS in key client communications relating to FIS PCS business strategy.
Understanding of process improvement strategy and implementation of the same on managed accounts.
Experience in support and/or client account management.
Experience working with technology tools (Familiarity with SQL Server, understanding of monitoring tools, log reviews, etc.)
Strong communication and presentation skills.
Team player and ownership attitude.
Negotiation and influencing skills.
Customer relations.
Ability to think logically under pressure.
Problem solving and troubleshooting.
Team work and collaboration.
Conflict management.
Willingness to change the status quo.
This hybrid position is located in Jacksonville, FL.
What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:
Flexible and creative work environment
Diverse and collaborative atmosphere
Professional and personal development resources
Opportunities to volunteer and support charities
Competitive salary and benefits
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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