Senior Client Services Manager

FIS; City Of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading financial services provider in the City Of London is seeking a capable individual for client relationship management. The role encompasses managing client expectations, conducting service reviews, and enhancing service levels. A Bachelor's degree in a related field is required; experience in a Treasury environment is a plus. The position offers competitive compensation and opportunities for professional development.

Benefits

Competitive salary

International work environment

Professional education and development opportunities

Qualifications

• Bachelor's degree or equivalent experience.
• Ability to handle projects commensurate with job expectations.

Responsibilities

• Manage client relationships and service expectations.
• Conduct service value reviews and educate clients on processes.
• Monitor service level reports for trends.

Skills

Communicates ideas clearly

Good knowledge of FIS systems

Problem-solving skills

Negotiation skills

Teamwork skills

Strong organizational skills

Education

Bachelor’s degree in business or related field

Job description

Overview

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 team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

The FIS Treasury and Risk Client Experience Team supports the FIS Treasury SaaS platform Integrity. Primarily working with Premier and Premier plus Integrity clients, the team assists with service requests, service incidents, and service reviews, owning the end-to-end relationship.

What you will be doing

In this role, you will manage the service side of the client relationship including escalation, effective oversight of client production support, execution of account plan activities, building relationships with client contacts, and management of the Premier and Premier plus clients.

• Develops strong working relationships with assigned clients and FIS resources.
• 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 self-help tools. (Note: this role is not responsible for opening requests or being the direct point of contact for support or project-related items.)
• Conducts regularly scheduled status calls with the client to discuss key service topics, review projects in the client’s queue, and discuss available service offerings.
• Acts as an escalation point between the client and the request desk.
• Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, and coordinates with the client, the managing director/relationship manager, or the billing team to resolve billing issues. May function as a collection agent when needed.
• Monitors monthly service level/availability management reports to identify trends in SLA misses and contacts the appropriate product area if misses fall within contractual penalty guidelines.
• In the event of a contractual penalty, calculates and processes service level credits, informs the billing team, and notifies the client on the timing of credit receipt.
• Provides oversight on commitment requests, including setting up commitments in the system, participating in project kick-offs to ensure understanding of project expectations and scope, ensuring proper resources are assigned, monitoring target dates, and ensuring billing is accurate and on time.
• Identifies additional opportunities to provide more products, services, or other resources to the customer and refers to the managing director/relationship manager.
• May participate in business reviews to learn about clients’ strategic direction and gain a good understanding of the products and/or services FIS offers.

Education Requirements

Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience.

What you bring

• 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 understand and apply concepts.
• Ability to handle projects commensurate with job expectations.
• Ability to analyze 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 and externally.
• Flexibility, versatility, dependability.
• Strong communications skill, both verbally and written.
• Strong organizational skills.

Added bonus if you have

• Previous experience working in a Treasury environment.
• Technical knowledge of contracts and legal documents.

What we offer you

• A competitive salary
• A modern, international work environment and a dedicated and motivated team
• The chance to work on some of the most challenging, relevant issues in financial services and technology
• A broad range of professional education and personal development possibilities – FIS is your final career step

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.

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.