About the team
The FIS Investor Services Manager team is a global team supporting clients worldwide for swift customer onboarding and enhanced investor screening . This role is an individual contributor position to independently work with clients and internal teams to ensure a great client experience and align teams for complex issue resolution, planning and continuous improvement, and related application support.
What you will be doing
Assist clients with a response to inquiries of a technical or complex nature as relates to FIS Investment Services Manager suite of products and/or services through case management.
Monitor ticket volumes, ticket turnaround times and other metrics. Analyze results and trends for allocated clients while ensuring the response times and communication standards are met.
Ensure that issues and incidents are managed according to procedures and customer SLAs including response times, resolution times, internal and external communication, escalation, and root cause analysis.
Ensure that change management is performed smoothly and according to client-specific procedures.
Assist in RCA content creation and delivery based on knowledge and understanding of the application and issues.
Ensure client interests are prioritized and well documented for internal and external team alignment.
Report new or recurring problems to management and work with different teams to drive client interest.
Attend and minute defined and as needed weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.
Prepare and track improvement plan for continuous service level excellence.
Ensure client expectations are managed across all active work streams to minimize escalations to senior management.
Best practices i.e. how to best utilize functionality to meet customer business needs and advise clients on the optimal use of application functionality.
Some flexibility of hours is required; Call Center 24x7 environment
What you bring:
Strong communication and presentation skills
Good to have familiarity with fund accounting and investor services domain and client
3+ years of experience in a similar role.
Experience in support and/or client account management.
Familiarity with technology (Sqlserver) to understand how applications work (understanding of web server, app and DB servers how they interact).
Added bonus if you have:
Familiarity supporting applications hosted in public cloud and multi-tenant environments
Internal job title: Product Support Representative Specialist
#LI-DP1
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.
#pridepass
