Manager, BPS Client Service & Support

FIS; Jacksonville (FL); On-site; USD 90,000 - 135,000; Full time

Job summary

FIS is seeking an experienced leader to head retirement client onboarding, implementation, and conversion activities in the Jacksonville area. You will drive a client-centric culture and oversee end-to-end conversion programs with governance, testing, and readiness initiatives.

Join a team focused on operational excellence, metrics-driven improvements, and ongoing client satisfaction while mentoring associates and leading change across regulatory and product initiatives.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Leadership experience within retirement services, client onboarding, implementation management, or related operations.
• Experience managing complex client implementations, conversions, escalations, and cross-functional initiatives.
• Proven ability to use performance metrics, operational analytics, and client insights to drive results.
• Experience leading organizational change, process transformation, and service delivery excellence initiatives.
• Proficiency with Microsoft Office applications, project management tools, reporting platforms, and business systems.

Responsibilities

• Lead and develop a team responsible for retirement client onboarding, implementation, conversion, and ongoing service activities.
• Drive a client-centric culture focused on onboarding experiences, plan conversions, and client satisfaction.
• Oversee end-to-end conversion activities, including governance, risk mitigation, milestones, testing, and readiness.
• Partner with Sales, Relationship Management, Product, Operations, Technology, Compliance and Client Service teams.
• Establish and monitor performance metrics, implementation quality standards, and client satisfaction indicators.
• Develop capabilities by coaching associates and fostering accountability, engagement, and continuous learning.
• Champion change management for new products, regulations, and operational modernization.

Skills

Leadership experience

Client onboarding

Operational analytics

Performance metrics

Cross-functional collaboration

Change management

Education

Bachelor's degree or equivalent

Retirement services experience

Tools

Microsoft Office

Project management tools

Reporting systems

Job description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients, and communities. If you are ready to start learning, growing, and making an impact with a career in fintech, we would like to know: Are you FIS?

What You Will Be Doing

• Lead and develop a team responsible for retirement client onboarding, implementation, conversion, and ongoing service activities.
• Drive a client-centric culture focused on delivering exceptional onboarding experiences, successful plan conversions, operational excellence, and long-term client satisfaction.
• Oversee end-to-end conversion activities, including project governance, risk mitigation, milestone management, testing oversight, and client readiness initiatives.
• Partner closely with Sales, Relationship Management, Product, Operations, Technology, Compliance, and Client Service teams to support new business growth and successful client outcomes.
• Establish and monitor operational performance metrics, implementation quality standards, conversion success measures, and client satisfaction indicators to drive continuous improvement.
• Develop organizational capabilities by coaching and mentoring associates while fostering a culture of accountability, engagement, and continuous learning.
• Champion change management efforts associated with new products, regulatory requirements, operational enhancements, and business transformation initiatives.

What You Will Need

• Bachelor's degree or equivalent combination of education and experience.
• Leadership experience within retirement services, client onboarding, implementation management, conversion operations, business process services, or client-facing operational environments.
• Experience managing complex client implementations, conversions, escalations, operational risks, and cross-functional business initiatives.
• Proven ability to use performance metrics, operational analytics, and client insights to drive business results and continuous improvement.
• Experience leading organizational change, process transformation, and service delivery excellence initiatives.
• Proficiency with Microsoft Office applications, project management tools, reporting platforms, and business management systems.

Added Bonus If You Have

• Deep knowledge of retirement plan administration, defined contribution recordkeeping, plan conversions, and participant onboarding processes.
• Experience supporting corporate, advisor, institutional, or enterprise retirement clients through implementation and conversion activities.
• Knowledge of retirement industry regulations, governance requirements, and operational controls.
• Experience leading geographically dispersed, hybrid, or global teams.
• Experience driving automation, digital transformation, or operational modernization initiatives.
• Knowledge of retirement technology platforms, recordkeeping systems, and conversion methodologies.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.