Client Services Manager Senior - job 1 of 2

Job Description

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. Are you FIS?

About the team:

Ambit Asset Finance is a configurable, end-to-end leasing and financing process management solution. It supports all asset-types and multinational operations, helping eliminate dependency on disparate legacy systems for increased operational efficiency and reduced total cost of ownership.

The Ambit Asset Finance Support team is a global team of highly experienced consultants working collaboratively to support multi-national banks and asset leasing organisations many countries.

This is an opportunity for the right individual to join a growing team of dedicated professionals in a fast-paced environment, with the aim of supporting an increasing client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of support consultants, designers, developers and QA engineers with vast product knowledge.

Please note: this is a full-time position with a required hybrid schedule in our Jacksonville office. Hours are Monday thru Friday, 8-5 with T, W & TH on site.

Current and future sponsorship are not available for this position.

What you will be doing:

As a Client Services Manager, you will be the face of the FIS organization and will utilize your considerable communication skills to build strong and lasting relationships with your clients.

Your daily work will be to assist the Ambit Asset Finance clients with their day to day management of the software as part of the Asset Finance Global Support Team, using your excellent problem-solving skills to replicate and analyse issues, and to provide guidance on client impact and potential solutions. In addition to Incident Management, you will also use your strong analytical skills to identify, investigate, and analyse current business processes, procedures and work practices with the aim to improve your client’s efficient use of the software.

You will need to coordinate with the client as well as within FIS on complex issues. You will need to monitor and coordinate efforts/work of the staff you are working with. You may need to coordinate large production initiatives. You may need to provide specialised reporting for the client including tracking of working hours, financials etc. You will need to participate in senior level meetings. You will be the first escalation point for client issues. You may need to support multiple clients in this role.

Key responsibilities:

• Incident management
• Act as the point of contact within a global support structure for diagnosis and resolution of incidents.
• Engage directly with clients to resolve incidents
• Periodically fulfil on-call responsibilities to provide 24x7 support capabilities for major incidents.
• Provide immediate resolution in the shape of workarounds or scripts to address high priority incidents.
• Client relationship building
• Working with your clients to document their current business processes, procedures and work practices with the aim of identifying areas of improvement in system functionality and processes. The expectation is that you will be a SME in both the product and your clients’ business processes to ensure that the product meets your clients’ current requirements and future growth plans.
• Increase your clients’ efficient use of the software by suggesting optimal business practices, designing and implementing functional solutions to address business process and procedural shortcomings.
• Proactively helping to prevent future problems by developing and documenting new initiatives and processes and highlighting any potential defects you may find.
• Handle pressure-filled situations across multiple clients, understanding any financial impact on a client and managing client needs and timelines against all other priorities.
• Responsibility for ongoing learning of the Ambit Asset Finance application and business processes of key clients. This entails creating and preparing detailed training manuals and ‘how to’ documents to clients and peers alike.
• Coordinate/monitor staff and all efforts for your clients
• Act as the first point of escalation for the client – be able to handle senior level client escalations

What you bring:

• Previous experience in a technical support role is essential, with a strong and unrelenting dedication to customer success is imperative.
• Relevant tertiary qualification and/or professional experience in software development, systems analysis, design and architecture
• Experience with relational databases Microsoft SQL Server and Oracle
• Experience with reading C# and a good understanding of Object-oriented development would be highly desirable
• Sound analytical, design and problem-solving skills, with a high degree of numeracy and a capacity for complex concepts
• A positive, proactive and professional attitude – a team player who can also work independently under minimum supervision
• Previous senior/leadership experience – experience in leading small projects and leading staff
• Experience in interacting with clients at a senior management level

Added bonus if you have:

• Experience in Accounting or Leasing would be highly beneficial
• Previous programming experience will stand you to good stead when analyzing complex financial issues. Note: This is not a developer role.
• English language skills required. 

What we offer you:

• A competitive salary and benefits
• Attractive benefits including private medical cover, dental cover, and travel insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A work environment built on collaboration, flexibility and respect
• A broad range of professional education and personal development possibilities – FIS is your final career step!

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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