Senior Client Services Manager, Managed Cloud Solutions

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Job Description

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 you're ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the role:

As a Senior Client Services Manager, you'll be responsible for ensuring excellent and consistent rapport with FIS clients. You will act as the primary liaison for the service side of the client relationship, including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process.

About the team:

You'll have an exciting opportunity to work closely with FIS Clients to understand their needs and provide ongoing support. You'll support our FIS Prophet Cloud Services, where insurers can take advantage of the benefits of outsourcing their environments to FIS while retaining the comfort of committed resources and predictable monthly costs. You'll handle increased needs from clients for a proper service management and relationship management.

What you'll be doing:

• Develops strong working relationships with assigned clients and FIS resources in support of the Prophet Managed Hosted Service (PMHS)
• Manages the serviced component of the client relationship and communicates expectations internally and externally.
• Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools.
• 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.
• 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.
• 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.

Location: Jacksonville, FL

What you bring:

• Bachelor's degree in business or finance or the equivalent combination of education, training, or work experience
• 10+ years of banking and financial services experience
• Experience with public cloud infrastructure
• Experience with third-party cloud providers (e.g. AWS, Microsoft Azure)
• Experience with actuarial and IT functions as a range of managed hosted services is a plus!
• Ability to work independently on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• Experience with mentorship and the ability to be a role model for the rest of team
• Advanced communication skills, both verbally and in written form, with the ability to effectively communicate with all levels of technical and non-technical personnel

Added bonus: Bilingual - English & Spanish

What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• 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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