Senior Client Services Manager, Managed Cloud Solutions
Company: Disability Solutions
Location: Jacksonville
Posted on: October 26, 2024
Job Description:
Position Type : Full time Type Of Hire : Experienced (relevant
combo of work and education) Education Desired : Bachelor of
Commerce/Business Travel Percentage : 0%Job DescriptionAt FIS, our
technology and our people are moving forward. We advance the way
the world pays, banks and invests. We believe in building
inclusive, diverse teams. Together, we innovate to help our
colleagues, clients and communities succeed. If you're ready to
grow your career and make an impact in fintech, we have one
question: Are you FIS?About the role:As a Senior Client Services
Manager, you'll be responsible for ensuring excellent and
consistent rapport with FIS clients. You will act as the primary
liaison for the service side of the client relationship, including
escalation, effective oversight of client project and
implementations, execution of account plan activities, building of
relationships with client contacts and management of the client
loyalty process.About the team:You'll have an exciting opportunity
to work closely with FIS Clients to understand their needs and
provide ongoing support. You'll support our FIS Prophet Cloud
Services, where insurers can take advantage of the benefits of
outsourcing their environments to FIS while retaining the comfort
of committed resources and predictable monthly costs. You'll handle
increased needs from clients for a proper service management and
relationship management.What you'll be doing:
- Develops strong working relationships with assigned clients and
FIS resources in support of the Prophet Managed Hosted Service
()
- Manages the serviced component of the client relationship and
communicates expectations internally and externally.
- Educates clients on various FIS processes and procedures
assisting with awareness, navigation and self-help tools.
- Conducts regularly scheduled status calls with client to
discuss important key service topics, to review projects in clients
queue and to discuss available service offerings.
- Reviews variance reports and invoices, conducts periodic
billing reviews, ensures credits, write-offs and payments are
properly applied, works with assigned clients, managing
director/relationship manager or billing team to resolve billing
issues and at times functions as a collection agent.
- Monitors monthly service level/availability management reports
to identify possible trends in service level agreement (SLA)
"misses" and contacts appropriate product area if "misses" fall
within guidelines of a contractual penalty.
- In the event of a contractual penalty, calculates and processes
service level credits, informs billing team and notifies client on
timing of credit receipt.
- Provides oversight on commitment requests including setting up
commitment in system, participating in project kickoffs to ensure
understanding of project expectations and scope, ensures proper
resources are assigned, monitors target dates and ensures billing
is accurate and on time.
- Identifies additional opportunities to provide more products,
services or other resources to customer and refers to managing
director/relationship manager.
- Participates in client loyalty process by informing assigned
clients of process, encouraging clients to respond to survey
information in a timely manner, participating in follow-up
discussions and developing action plans to address any negative
comments.Location: Jacksonville, FLWhat you bring:
- Bachelor's degree in business or finance or the equivalent
combination of education, training, or work experience
- 10+ years of banking and financial services experience
- Experience with public cloud infrastructure
- Experience with third-party cloud providers (e.g. AWS,
Microsoft Azure)
- Experience with actuarial and IT functions as a range of
managed hosted services is a plus!
- Ability to work independently on significant and unique issues
where analysis of situations or data requires an evaluation of
intangibles
- Experience with mentorship and the ability to be a role model
for the rest of team
- Advanced communication skills, both verbally and in written
form, with the ability to effectively communicate with all levels
of technical and non-technical personnelAdded bonus: Bilingual -
English & SpanishWhat we offer you:A career at FIS is more than
just a job. It's the change to shape the future of fintech. At FIS,
we offer you:
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefitsPrivacy StatementFIS 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
StatementFIS 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 hereFor 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 ModelRecruitment 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.#pridepass
Keywords: Disability Solutions, Port Orange , Senior Client Services Manager, Managed Cloud Solutions, Executive , Jacksonville, Florida
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