Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Commerce/Business
Travel Percentage :
0%
GENERAL DUTIES & RESPONSIBILITIES
Client relations manager 1-Call back or Voice process (Transfer agency)
About Team:
The Transfer Agency is a division responsible for Transaction Operations, Processing and associated functions of mutual funds for various clients.
At FIS we provide service to clients via various channels like Transaction processing, Chat etc. The customer support may include but not limited to Accounts set up, Shareholder data maintenance, overall record keeping.
What you will be doing:
• 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.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
• Acts 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 and coordination of the client loyalty process.
• Works to maintain and grow the client relationship while ensuring ongoing customer service.
• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
• Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
• Keeps abreast of new products/services and changes to existing products/services.
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
• May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
• Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
• Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
• Manages and communicates expectations internally and externally.
• 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.
• May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• Ensures representatives are properly trained when new products are released or products are upgraded
• Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• May work at an FIS or a client location.
• Travel required.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Communicates ideas both verbally and in written form in a clear, concise and professional manner
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• 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 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
• 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
• Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
• Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
• Demonstrated customer-focused leadership ability
• Ability to work both independently and in a team environment
FIS JOB LEVEL DESCRIPTION
Supervisory/developing management role. Excellent knowledge of the field with strong leadership skills . Provides direct supervision to employees according to established policies and management guidance. Establishes operational objectives and work plans, and delegates assignments to subordinates. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Exercises judgment within defined procedures and policies to determine appropriate action and administer company policies. Directly responsible for supervising a staff of three or more individuals. Authority for hire, fire, performance appraisal, and pay review decisions. Works closely with managers and other supervisors on team issues. Has wide latitude for decision-making. Effectively communicates with all levels of technical and non-technical personnel. Ability to negotiate complex processes and issues with others. Contributes to the development, documentation and implementation of standards or guidelines. Typically requires a minimum of three years banking or related financial industry experience. Customer service or client management experience – a plus.
FIS JOB LEVEL DESCRIPTION
Supervisory/developing management role. Excellent knowledge of the field with strong leadership skills . Provides direct supervision to employees according to established policies and management guidance. Establishes operational objectives and work plans, and delegates assignments to subordinates. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Exercises judgment within defined procedures and policies to determine appropriate action and administer company policies. Directly responsible for supervising a staff of three or more individuals. Authority for hire, fire, performance appraisal, and pay review decisions. Works closely with managers and other supervisors on team issues. Has wide latitude for decision-making. Effectively communicates with all levels of technical and non-technical personnel. Ability to negotiate complex processes and issues with others. Contributes to the development, documentation and implementation of standards or guidelines. Typically requires a minimum of three years banking or related financial industry experience. Customer service or client management experience – a plus.
Competencies:
• A good team player
• Experience of working with global/other teams
• Detail oriented and regard for timeliness
• High regard for deadlines and deliverables
• Owning the work assigned to ensure it completeness without compromising timeliness or accuracy.
What we offer you
A fantastic range of benefits including medical, dental, vision, and Great workspaces with dedicated and motivated colleagues 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 A work environment built on collaboration, flexibility, and respect
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.
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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