Client Services Manager Specialist at FIS

, , Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Relationship Management, Financial Management, Service Level Agreements, Billing Management, Problem Solving, Communication Skills, Negotiation Skills, Team Collaboration, Project Management, Service Value Reviews, Client Education, Escalation Management, Trend Analysis, Commitment Oversight, Client Loyalty Process, Strategic Planning

Industry

IT Services and IT Consulting

Description

GENERAL DUTIES & RESPONSIBILITIES • Develops strong working relationships with assigned clients and FIS resources. • Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing. • Manages and communicates expectations internally and externally. • Manages the service component of the client relationship. • Conducts service value reviews. • Educates 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. • Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings. • Acts as an escalation point between client and request desk. • Reviews 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. • 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. • In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt. • Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time. • 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. • Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments. • Other related duties assigned as needed. EDUCATION REQUIREMENTS Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience GENERAL KNOWLEDGE, SKILLS & ABILITIES • Communicates ideas both verbally and in written form in a clear, concise, and professional manner • Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business • Ability to understand and apply concepts • Ability to handle projects commensurate with job expectations • Ability to analyze and solve problems using learned techniques and tools • Requires human relations, negotiation and documentation skills • Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally • Flexibility, versatility, dependability FIS JOB LEVEL DESCRIPTION Expert senior professional role. Highly experienced professional with broad financial banking experience, knowledge, and expertise. Manages the service side of the client relationship including effective oversight of client projects and implementations, managing escalations, executing account plan activities, building relationships with clients, and managing the client loyalty process. Acts independently to resolve highly complex issues impacting client satisfaction. Manages strategic, complex clients utilizing a broad depth and breadth of FIS solutions. Participates as a senior member in strategic planning. Negotiates complex processes and issues with all levels of management. Recommends initiatives involving policy change or significant alterations of procedures or practices to eliminate or streamline unnecessary processes to make operations more responsive and client-focused. Demonstrates financial management. Manages revenue achievement for assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing. Conducts service value reviews. Educates clients on various FIS processes and procedures. Leader and expert in their field. May coordinate, guide, or mentor the work of others. Effectively communicates with all levels of technical and non-technical personnel. Typically requires a minimum of fifteen years banking or related financial industry experience. 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. 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. #pridepass

Responsibilities

The Client Services Manager Specialist develops strong relationships with clients and manages the service component of the client relationship. They are responsible for financial management, conducting service value reviews, and ensuring effective communication between clients and internal teams.