Client Services Manager - EPaaS

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 Role:

We are seeking a seasoned Client Services Manager to join our service delivery team in Sydney. This pivotal role involves managing client relationships, overseeing service delivery, and ensuring the seamless operation of our enterprise payment solutions. The ideal candidate will have a strong background in service delivery, extensive experience in payments technology, and a solid understanding of financial software systems, including mainframe technologies.

What you will be doing:

• Client Relationship Management: Serve as the primary liaison for enterprise clients, ensuring their needs are met and fostering long-term partnerships.
• Service Delivery Oversight: Lead the end-to-end service delivery process, ensuring compliance with Service Level Agreements (SLAs) and client expectations.
• Technical Proficiency: Utilize your understanding of financial software and mainframe systems to troubleshoot issues, interpret system logs, and collaborate effectively with technical teams.
• Team Leadership: Manage and mentor a team of service delivery professionals, promoting a culture of excellence and continuous improvement.
• Problem Resolution: Address client escalations promptly, identify root causes, and implement effective solutions to enhance service quality.
• Strategic Planning: Collaborate with cross-functional teams to develop strategies that align with client objectives and drive business growth.
• Performance Reporting: Generate and present regular reports on service performance, client satisfaction, and operational metrics to stakeholders.
• Compliance and Risk Management: Ensure all services comply with industry regulations and organizational policies, particularly concerning payments technology and financial software.

What you bring:

• Service Delivery Experience: Proven experience in service delivery roles, preferably from the vendor side, with a focus on enterprise clients.
• Payments Technology Expertise: In-depth knowledge of payment systems, platforms, and industry trends.
• Financial Software Proficiency: Experience with financial software systems and the ability to navigate and understand mainframe environments.
• Technical Aptitude: Ability to log into mainframe systems, interpret system activities, and collaborate with technical teams to resolve issues.
• Communication Skills: Excellent verbal and written communication abilities, with a talent for managing and influencing diverse stakeholders.
• Analytical Skills: Strong problem-solving capabilities, especially in high-pressure situations.
• Client-Centric Approach: Dedication to delivering exceptional client experiences and building enduring relationships.
• Leadership Abilities: Demonstrated experience in leading and developing high-performing teams.
• Industry Knowledge: Familiarity with compliance, security, and regulatory requirements in the payments and financial software sectors.

What we offer you:

• Competitive salary.
• Attractive benefits.
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
• A modern, international work environment and a dedicated and motivated team.

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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.

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