Supervisor Client Contact

FIS - Fidelity Information Services; Dadri; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Career growth opportunities

Job summary

Fidelity Information Services (FIS) is seeking a Client Service Operations Lead in India to supervise both technical and non-technical client service teams. You will manage escalations, drive process improvements, and ensure adherence to service standards and performance metrics.

You will coordinate pre- and post-sales activities, ensure timely quotations, and maintain seamless communication with clients and stakeholders.

Qualifications

• Experience in guiding both technical and non-technical client service operations.
• Ability to create and maintain SOPs and process documents.
• Proactive in raising process issues and coordinating resolution.
• Strong track record in meeting or exceeding SLA, TAT, productivity and quality targets.
• Excellent communication with internal and external customers via phone or email.
• Ability to review discrepancies and provide actionable feedback.

Responsibilities

• Supervises team in client service operations including call center and service desk to ensure efficient triage and resolution of client issues.
• Oversees virtual client service across channels, providing escalated support and generating performance reports for improvement.
• Manages pre- and post-sales activities, including quotations and order processing to maintain seamless support.
• Sets clear team goals aligned with targets to drive operational results and service standards.
• Liaises with internal and external stakeholders to explain policies and foster cooperation.
• Provides day-to-day direction, focusing on workflow and operational decision-making.
• Ensures policy and procedure compliance across the team to maintain consistency.
• Identifies system/process enhancements to boost efficiency and implements improvements.

Skills

Team supervision

Client service

Escalation handling

SLA management

Stakeholder liaison

Reporting & analytics

Job description

Job Description:

Analyzes client expectations and requirements by providing timely and accurate information regarding the organization's client financial services and solutions. Supports management-established procedures for overseeing client inquiries, resolving issues, and identifying new opportunities for client-tailored financial technology solutions. Develops mutually-beneficial client relationships ensuring that client portfolios are closely analyzed against established financial review schedules. Serves as a point of contact between the organization and its clients, ensuring seamless communication and understanding of their financial needs and risk thresholds.

What you will be doing:

• Supervises team in technical and non-technical client service operations, including call center and service desk activities to ensure efficient triage and resolution of client issues while maintaining service standards.


• Oversees virtual client service via various channels to provide specialized support for escalated client issues and ensure timely and effective resolution. Conducts periodic business performance reviews by generating comprehensive reports and analyzing data to identify areas for improvement and contribute to enhancing service quality.


• Manages pre- and post-sales activities, including quotations and order processing to ensure seamless support throughout the sales process, contributing to customer satisfaction.


• Establishes clear goals and objectives for team members, aligning with operational targets in order to drive the team towards achieving operational results and service standards.


• Liaises with internal and external stakeholders, explaining organization policies and justifying practices to foster cooperation and understanding among parties involved in client service operations.


• Provides day-to-day work direction, focusing on workflow maintenance and operational decision-making in order to guide team members and contribute to their performance and skill development.


• Ensures understanding and compliance with policies, practices, and procedures among team members to maintain consistency in service delivery and adherence to organization standards.


• Identifies areas for enhancement in systems and processes to boost efficiency to implement adjustments or recommendations to improve the effectiveness of client service operations within job area.

What you bring:

• Working closely with the team to identify process needs and opportunities for improving controls in processes.


• Candidate will be responsible for review of multiple processes and will also be responsible for creating and maintaining process level documents like SOP.


• Candidate will be responsible to raise any process related issues on time and work with relevant team to get it resolved.


• Consistently meet or exceed target goals for SLA parameters of TAT, productivity, quality, etc.


• Communicate and follow-up with internal/ external customers via phone or email for specific assignments


• Review, research and provide feedback on discrepancies for assigned processes

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities


• 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

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. 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 FIS Online Privacy Notice

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.

Requirements: