Client Service Manager

FIS Systems Limited ,
Edinburgh, City of Edinburgh
More Details

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 This role sits within the Client Service Management function, managing the interface to clients of FIS hosted services in Europe. The team has the responsibility to manage client engagement for the delivery of services, for the achievement of contracted service levels and for service quality. By applying a framework of governance across the FIS delivery and support organisation, the team ensures that responsibilities to clients are met consistently. What you will be doing As a Client Delivery Manager, you will own the delivery relationship for key clients in the European Retail Payments business comprising the Debit and Prepaid line of business. Managing a team of Client Service Managers and working closely with Account Management, Sales and Executive leadership you will be responsible for driving service quality and stability while contributing to business growth. Key Responsibilities Strategically focused with responsibility for improving client satisfaction and maintaining client communication. Serve as the primary management contact and client liaison during delivery of service, maintaining contact with client at an executive level, focusing on the strategic nature of the relationship. Oversee and lead teams in delivery of services within budget and in accordance with contract requirements. Manage cost elements within service profit and loss driving efficiencies while maintaining service quality. Works to maintain and grow client relationships while ensuring ongoing customer service. Support identification of incremental revenue opportunities and contract renewals. Govern delivery of technical aspects of service with oversight of vendors and subcontractors. Identifies areas where continual improvement can be applied, oversees implementation of resulting change and measures the level of improvement. May work at an FIS or a client location. Other related duties assigned as needed. What you bring Proven track record in client relationship management, service delivery and service management using ITIL processes Experience in a customer facing stakeholder position Financial institution experience or comparable proven service management / consulting / support background with strong financial industry and data processing knowledge Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the company; may also participate in initiatives that contribute to the overall success of the client’s business Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of service delivery within the company and with its clients Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client Demonstrates the ability to lead by example and motivate professional level staff Displays strong leadership qualities, decision making abilities, and strong business judgement Possesses strong personnel management skills What we offer you 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 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 The chance to work on some of the most challenging, relevant issues in financial services & technology This job was originally posted as www.totaljobs.com/job/89848536

People also viewed