Senior Client Services Manager — Retail Payments

FIS; Sydney; Híbrido; AUD 150 000 - 180 000; Tempo integral

Resumo da oferta

FIS in Sydney is seeking a seasoned Client Services Manager, Retail Payment to join our service delivery team. You will be the primary liaison for Retail Payments clients, managing service issues, incidents and client communications in a hybrid office/home setup.

Reporting to the Client Relationship Delivery Manager, you will lead end-to-end service delivery, ensure SLA adherence, troubleshoot with payments teams, and build strong client partnerships.

Qualificações

• Minimum 10 years of service delivery management experience, including 5 years in payments.
• Proven enterprise client service delivery expertise, preferably from the vendor side.
• Strong knowledge of payment systems, platforms, and industry trends.
• Excellent verbal and written communication with diverse stakeholders.

Responsabilidades

• Act as the primary liaison for enterprise clients, maintaining long-term partnerships.
• Lead end-to-end service delivery, ensuring SLA compliance and client expectations.
• Troubleshoot payments issues by interpreting system logs and coordinating with technical teams.
• Conduct regular status calls to discuss service topics and available offerings.
• Address escalations promptly and implement root-cause solutions.
• Collaborate with cross-functional teams to align service strategy with client goals.
• Generate and present reports on service performance and client satisfaction.
• Ensure services comply with payments regulations and internal policies.
• Provide on-call support as per roster for client and FIS teams.
• Monitor SLA performance and address misses per contract.

Conhecimentos

Client relationships

Service delivery

Payments knowledge

Communication skills

Analytical skills

Stakeholder management

Team collaboration

Problem solving

Tech liaison

Descrição da oferta de emprego

FIS in Sydney is seeking a seasoned Client Services Manager, Retail Payment to join our service delivery team. You will be the primary liaison for Retail Payments clients, managing service issues, incidents and client communications in a hybrid office/home setup.

Reporting to the Client Relationship Delivery Manager, you will lead end-to-end service delivery, ensure SLA adherence, troubleshoot with payments teams, and build strong client partnerships.