Client Services Manager Senior

il y a 2 jours

Diegem, Belgique FIS Global Temps plein

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

1 - 5%

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If youâre ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

#LI-FD1

About the team

The Client Services Manager will have overall responsibility for Service Management for FIS customers. The Client Services Manager will be responsible for working with key customer stakeholders and FIS teams to ensure that the contracted Service Levels are met, service improvement initiatives are implemented, and customer satisfaction levels are high. The Client Service Manager will be acting as the primary point of contact to the Customer for Service Governance and Technical Account relationship.

What you will be doing                              

  • 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) âmissesâ and contacts appropriate product area if âmissesâ 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 clientsâ 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.

             

What you bring:              

  • Bachelorâs degree in business or related field or the equivalent combination of education, training, or work experience
  • Native French speaker with fluency in English
  • Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
  • Requires human relations, negotiation and documentation skills
  • 5+ years of proven experience in client service management
  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner
  • Requires good working knowledge of financial/payment systems as well as the industries in which FIS competes for business
  • Ability to handle projects commensurate with job expectations
  • Ability to analyze and solve problems using learned techniques and tools
  • Flexibility, versatility, dependability.

What we offer you

  • Working in an innovative and flexible environment within an established global company
  • Becoming a part of a team of talented experts in banking and payment solutions
  • Flexible working hours and a good work-life balance
  • Competitive salary with including private health insurance for employees and their family, group life insurance, pension plan
  • Language courses within working hours
  • On the job coaching and support

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

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