Senior Client Services Manager - Birmingham, United Kingdom - FIS Global

FIS Global

Verified Company

Birmingham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology.

Our talented people empower us, and we believe in being part of a teamthat is open, collaborative, entrepreneurial, passionate and above all fun.

About the role:

Manage 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 loyaltyprocess.

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 selfhelp 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, writeoffs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and attimes 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 billingis 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 followup discussions and developing action plans to address any negative comments.

What you will need:

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 handle projects commensurate with job expectations
Ability to analyse 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

What we offer you:

A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A modern, international work environment and a dedicated and motivated team
A broad range of professional education and personal development possibilities
FIS is your final career step
A competitive salary and benefits
A variety of career development tools, resources and opportunities
The chance to work on some of the most challenging, relevant issues in financial services & technology