Client Relationship Delivery Manager I - #9830283

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Company Name: FIS Global

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

10 - 15%

Job Description

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:

As a Client Relationship Delivery Manager I, you’ll be responsible for technical relationship management and service delivery dedicated to one assigned clients strategic to the Enterprise.  This position requires on call support outside of normal business hours.

What you will be doing?

The role of the Technical Account Manager (TAM) are as follows: 

• Be the technical single point of contact for client bank for FIS service delivery and problem management.   

• Provide technical representation for client bank during production outages within FIS.  

• Provide communication and coordination with client bank and FIS during issues.   Ensure RCA is developed and meets client bank standards.   Follow through to ensure identified solution is implemented.

• Navigate through out the FIS technical infrastructure and organization on behalf of client bank for the purposes of shorten time to remediate production outages.

• Advocate for client bank on technical changes within FIS.    Understand and communicate any planned infrastructure, network and software changes and how they will impact client bank.   

• Partner with client bank to understand all business and technical developments that may impact FIS.  Provide technical expertise as it relates to client bank and their use of FIS products.  

• Be knowledgeable of all products and services used by client bank; understand where and how those are technically supported.

• Coordinate and communicate to client bank relevant IT infrastructure, network and software enhancements at FIS. 

• Coordinate Disaster Recovery and Business resumption testing between FIS and client bank.

• Participate in monthly executive reviews.

• Provide FIS strategic roadmap for infrastructure, network and software changes and impact to client bank.   Review roadmap periodically with client bank.   The objective of the roadmap would be to allow client bank and FIS to do proactive planning.   

Solution Scope of Coverage

The Technical Account Manager (TAM) is responsible for the following products and services of FIS that Client bank utilizes:

• IBS Loans ConnectWare, ImageCentre Item Processing and Lockbox Processing, check return and adjustment systems, D1 Teller, check fraud solutions, Endpoint Exchange and FIS Xpress Deposit

• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution.

• Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.

• Responsible for client satisfaction, maintaining client communication, overall management of the client relationship and delivery of outsourced solution.

• Oversees and leads teams in delivery of continuous and effective outsourced solutions and ensures project completion within budget and in accordance with contract requirements.

• Works to maintain and grow client relationships while ensuring ongoing customer service.

• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.

• Manages technical aspects of projects and is responsible for oversight of vendors and subcontractors.

• Leads teams in the delivery of outsourced solutions to the strategic client. Selects, develops and evaluates personnel to ensure efficient operation of the function.

• Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.

• May work at an FIS or a client location.

What you will need:

• Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry

• Proven track record in client relationship management, service delivery and/or the sales of technology products and services

• Financial institution experience or comparable proven sales-marketing-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 enterprise; 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 projects and tasks within the enterprise 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

• Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise

• Demonstrates the ability to lead by example and motivate professional level staff

• Displays strong leadership qualities, decision making abilities, and strong business judgment

• Possesses strong personnel management skills

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:  

• Flexible and creative work environment 

• Diverse and collaborative atmosphere  

• Professional and personal development resources 

• Opportunities to volunteer and support charities 

• Competitive salary and benefits  

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $105,070.00 - $176,520.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

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