Client Services Manager, Retail Payment

The future of money is being built right now. At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.

About the Role:

We are seeking a seasoned Client Services Manager, Retail Payment to join our service delivery team in Sydney. You will be part of a four-member team who are key point of contact for FIS’s Retail Payments clients. You will be the primary customer liaison for service aspects of the client relationship including service issues and escalations, client communications for incidents and problems, support for client business initiatives and associated implementations, management and analysis of client requests, building of relationships with client contacts and ensuring client satisfaction is high. Work in hybrid environment (FIS Office and Home) as part of a team of four (all onshore) reporting to the Client Relationship Delivery Manager.

What you will be doing:

• Client Relationship Management: Serve as the primary liaison for enterprise clients, ensuring their needs are met and fostering long-term partnerships.
• Service Delivery Oversight: Lead the end-to-end service delivery process, ensuring compliance with Service Level Agreements (SLAs) and client expectations.
• Technical Proficiency: Utilize your understanding of Payments products - Issuing & Acquiring to troubleshoot issues, interpret system logs, and collaborate effectively with technical teams.
• Conducts regularly scheduled status calls with client to discuss important key service topics and to discuss available service offerings.
• Problem Resolution: Address client escalations promptly, identify root causes, and implement effective solutions to enhance service quality.
• Strategic Planning: Collaborate with cross-functional teams to develop strategies that align with client objectives and drive business growth.
• Performance Reporting: Generate and present regular reports on service performance, client satisfaction, and operational metrics to stakeholders.
• Compliance and Risk Management: Ensure all services comply with industry regulations and organizational policies, particularly concerning payments technology and financial software.
• Providing on-call support as per roster to the client and FIS support teams as a point of escalation.
• Creating and monitoring 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.
• This is a hybrid role, requiring work both at the FIS office and from home on assigned days.

• Weekend on-call support is expected as per the on-call roster.

What you bring:

• Minimum 10 years of Service Delivery Management experience including 5 years within the Payments domain
• Service Delivery Experience: Proven experience in service delivery roles, preferably from the vendor side, with a focus on enterprise clients.
• Payments Technology Expertise: In-depth knowledge of payment systems, platforms, and industry trends.
• Financial Software Proficiency: Experience with financial software systems and the ability to navigate and understand environments.
• Technical Aptitude: Ability to understand Issuing & Acquiring systems, interpret system activities, and collaborate with technical teams to resolve issues.
• Communication Skills: Excellent verbal and written communication abilities, with a talent for managing and influencing diverse stakeholders.
• Analytical Skills: Strong problem-solving capabilities, especially in high-pressure situations.
• Client-Centric Approach: Dedication to delivering exceptional client experiences and building enduring relationships.
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Industry Knowledge: Familiarity with compliance, security, and regulatory requirements in the payments and financial software sectors.

Added bonus if you have:

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

We offer:

• Internal career growth opportunities

• Opportunities to innovate in fintech

• Inclusive and diverse team atmosphere

• Professional and personal development

• Resources to contribute to your community

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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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