Client Service Manager II

Fidelity Information Services Brown Deer , WI 53223

Posted 2 months ago

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

As a Client Service Manager II, you will be located at our Brown Deer - Wisconsin office. We are a collaborative and energetic group working in a business that is growing rapidly in the financial industry.

WHAT YOU BRING

  • You will have 10+ Years of Banking experience

  • You will have Account/Relationship management experience

  • You will have strong client relations skills, and exceptional verbal and written communication skills

  • You will have the ability to travel 25%

  • You will work well under pressure

  • You will thrive in a very fast paced environment

A PLUS IF YOU HAVE:

  • IBS/ Core processing background experience, which is preferred

WHAT YOU WILL BE DOING

Relationship Role

Core ECSMs oversee the client relationship through the following duties:

  • Develop strong working relationships with client and FIS resources, serve as an escalation point for service-related issues.

  • Communicate and educate problem resolution process internally and externally.

  • Facilitate meetings with key business areas to resolve escalated client issues.

  • Conduct Service Value Reviews for a new / migrated client or for a client with significant management turnover. Educate clients on various FIS processes and procedures and assisting with awareness, navigation, and self-help tools.

  • Conduct regularly scheduled status calls as mutually agreed upon with the client.

Issue and Escalation Responsibilities

Core ECSMs manage critical client issues and escalations as follows:

  • Ensuring internal attention is focused on specific client service and support issues. Specifically, that issues are reported, proper teams are engaged, impact meetings are held, and management is aware of the issues. It is the respective business units' responsibility to own and resolve the issue(s).

  • Working with the client to ensure issues are reported through standard channels. The Core ECSM ensures clients follow the appropriate support model to report problems or incidents.

  • If a client requires alternate communications outside of the normal support or bulletin communications, the Core ECSM will work with the client to establish these expectations.

  • Work with the client to maintain information used for standard processes.

  • Serve as a liaison for client requests, enhancements, and functionality changes.

  • Communicate Root Cause Analysis (RCAs) from various lines of business for service related issues.

Other Responsibilities

  • Communicate sales opportunities with the client's Strategic Account Manager.

  • Responsible to ensure client loyalty senior management contacts are correct in EMS and encourage client participation.

  • Assist in the communication of strategic initiatives.

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 variety of career development tools, resources and opportunities

  • Time to support charities and give back in your community

  • A fantastic range of benefits designed to help support your lifestyle and wellbeing

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Client Service Manager II

Fidelity Information Services