Enterprise Client Services Lead – Retail Payments

FIS Australasia Pty Ltd; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Internal career growth opportunities

Fintech innovation culture

Inclusive team atmosphere

Professional development

Community contribution

Job summary

FIS Australasia Pty Ltd in Sydney is seeking a seasoned Client Services Manager, Retail Payment to join the service delivery team. You will be the primary liaison for enterprise clients, overseeing end-to-end service delivery, handling incidents, and driving client satisfaction in a hybrid office/home setup.

The role requires deep payments knowledge, strong communication, and ability to manage SLAs, with on-call rotation and collaboration across cross-functional teams.

Qualifications

• Minimum 10 years of Service Delivery Management experience including 5 years within the Payments domain.
• Proven experience in service delivery roles for enterprise clients, preferably from the vendor side.
• Strong communication and stakeholder management abilities.
• In-depth knowledge of payments technology, platforms and regulatory considerations.

Responsibilities

• Serve as the primary liaison for enterprise clients and foster long-term partnerships.
• Lead end-to-end service delivery, ensuring SLAs and client expectations are met.
• Troubleshoot issues related to Issuing & Acquiring systems and interpret system logs with technical teams.
• Conduct regular status calls with clients to discuss service topics and offerings.
• Address escalations promptly and identify root causes to improve service quality.
• Collaborate with cross-functional teams to align client objectives with business growth.
• Generate and present reports on service performance and client satisfaction.

Skills

Service delivery management

Payments domain knowledge

Communication skills

Analytical skills

Stakeholder management

Job description

FIS Australasia Pty Ltd in Sydney is seeking a seasoned Client Services Manager, Retail Payment to join the service delivery team. You will be the primary liaison for enterprise clients, overseeing end-to-end service delivery, handling incidents, and driving client satisfaction in a hybrid office/home setup.

The role requires deep payments knowledge, strong communication, and ability to manage SLAs, with on-call rotation and collaboration across cross-functional teams.