Client Relationship-Delivery Manager II

at  FIS Global

EDUCATION DESIRED :

Bachelor of Commerce/Business

ABOUT THE TEAM

We are looking for experienced staff to join our team of Client Service Managers (CSM) in effectively performing their client relationship management duties for IntelliMatch APAC & EMEA clients. The team comprises of highly experienced professionals who manage the service side of the client relationship including managing escalations, effective oversight of client projects and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process. While the CSM team is located at multiple FIS locations around the world, the staff who will be hired is expected to support APAC & EMEA clients and hence would need to work based on the client’s Business Hours shift. This role will require interacting directly with External Clients, their Executive/Operational Management, and Internal Stakeholders such as Product Support teams, IT Operations teams, Professional Services teams, Account Management teams etc.

WHAT YOU WILL BE DOING

Your main responsibility would be to work with assigned clients in individual capacity, be their POC and assist them for all Client Service Management activities including Client Escalations, Client Onboarding, Contract Negotiations/Renewals, Contract Management etc. You would be expected to take the lead in various Service Governance Calls with clients and be a strong advocate for FIS to clients.

PRINCIPAL RESPONSIBILITIES: THE SUCCESSFUL CANDIDATE WILL BE INVOLVED IN ALL THE FOLLOWING ASPECTS OF THE ROLE:

• Acts as an Escalation Point between Client and Support Desk.
• Develop strong working relationships with Assigned Clients and FIS.
• Manage the Service Component of the Client relationship.
• Manage and communicate expectations internally and externally.
• Conducts service value reviews.
• Educate clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening up requests or being the direct point of contact for support or project related items.
• Conduct regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings.
• Review variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent.
• Monitor monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contact appropriate product area if “misses” fall within guidelines of a contractual penalty.
• In the event of a contractual penalty, calculate and process service level credits, inform billing team and notify client on timing of credit receipt.
• Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
• 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.
• Other related duties assigned as needed.