Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Clients Services / Relations experience in Insurance or Banking domain

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

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 Managed 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 Service Management and Relationship Management.

About the role:

As a Client Services Manager, you'll be responsible for ensuring excellent and consistent rapport with FIS Prophet 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 planned activities, building of relationships with client contacts and management of the client loyalty process.

What you will be doing

Support FIS solutions and ensure the quality and utilization of FIS products satisfy client needs. Recreate, document client issues and troubleshoot problems to support product quality

• Develops strong working relationships with assigned clients and FIS resources in support of the Prophet Managed Hosted Service (PMHS)
• Manage the serviced component of the client relationship and communicate expectations internally and externally
• Conduct regular status calls with clients to discuss important key service topics & projects
• Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients’ 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 contact 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 into 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
• Identify additional opportunities to provide more products, services or other resources to customers and refers to managing director/relationship manager
• Participate 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

What you bring:

Knowledge / Experience

• 8-10 years of proven Clients Services / Relations experience in Insurance or Banking domain
• Experience with public cloud infrastructure or 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
• Advanced communication skills, both verbally and in written form, with the ability to effectively communicate with all levels of technical & non-technical personnel and external stakeholders
• Demonstrated mastery of incident management (ITIL), severity handling, and executive-level communications.
• Experience coordinating complex change/release activities and cross-functional teams in hosted/cloud environments.

Domain & Tooling (Preferred)

• Familiarity with Prophet platform ecosystems (Enterprise, iDR, DRE), typical performance / availability considerations, and job orchestration patterns observed in PMCS.
• Exposure to ServiceNow (incidents, RITMs, tasks) and enterprise change governance.
• Understanding of cloud hosting operations and coordination with SRE/DevOps/tooling (e.g., monitoring / automation).

Core Competencies

• Client-centric communication and executive presence
• Structured problem solving and analytical thinking
• Program/Project coordination and follow-through
• Stakeholder management across technical and business teams
• Data-driven reporting and narrative building (SLA/MTTR trends)

Qualifications

• Bachelor’s Degree in any discipline or MBA finance
• ITIL v3 Foundation or higher desirable

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

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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