Hybrid Senior Client Services Lead – Retail Payments

FIS; Sydney; Hybride; AUD 140 000 - 170 000; Plein temps

Avantages offerts par ce poste

Internal career growth

Innovate in fintech

Inclusive team atmosphere

Professional development

Community involvement

Résumé du poste

FIS in Sydney seeks a seasoned Client Services Manager, Retail Payment to join a four-member service delivery team. You will act as the primary liaison for Retail Payments clients, manage service delivery, incidents, and client communications, and build strong client relationships.

The role requires 10+ years in service delivery with 5+ years in payments, strong stakeholder management, and experience in enterprise client environments. Hybrid work model and weekend on-call duties apply.

Qualifications

• 10+ years in service delivery management, with 5+ years in payments.
• Proven track record managing enterprise client relationships.
• Strong knowledge of payments platforms and financial software.
• Excellent communication and cross-functional collaboration.

Responsabilités

• 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 using knowledge of Issuing & Acquiring, interpret logs.
• Hold regular status calls with clients to discuss service topics and offerings.
• Address client escalations promptly, identify root causes, implement solutions.
• Collaborate with cross-functional teams to align service plans with client objectives.
• Generate and present reports on service performance and client satisfaction.
• Ensure services comply with payments industry regulations and internal policies.
• Provide on-call support per roster for client and FIS teams.
• Monitor SLA/availability reports and address misses per contract terms.

Connaissances

Client relationship management

Service delivery management

Payments technology

Stakeholder communication

Analytical/problem solving

Description du poste

FIS in Sydney seeks a seasoned Client Services Manager, Retail Payment to join a four-member service delivery team. You will act as the primary liaison for Retail Payments clients, manage service delivery, incidents, and client communications, and build strong client relationships.

The role requires 10+ years in service delivery with 5+ years in payments, strong stakeholder management, and experience in enterprise client environments. Hybrid work model and weekend on-call duties apply.