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JR0292750 Senior Lead Analyst-Client Services(Intellimatch Support, Reconciliations)
2 weeks ago
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
We are looking for experienced staff to join our team of Support Representatives in effectively performing their Client Relationship Management and Support duties for IntelliMatch APAC & EMEA clients. The team comprises of highly experienced professionals who manage the service side of the client relationship including managing escalations, effective oversight of client projects and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process. While the support team is located at multiple FIS locations, the person will be hired at Pune is expected to support APAC & EMEA clients and hence would need to work based on the client's Business Hours shift.
What you will be doing
This role will require interacting directly with External Clients, their Executive/Operational Management, and Internal FIS Stakeholders such as Product Support teams, IT Operations teams, Professional Services teams, Account Management teams etc. Your main responsibility would be to work with assigned clients in individual capacity, be their POC and assist them for all Client Service Management activities including Client Escalations, Client Onboarding, Leading Service Governance and being a strong advocate for FIS to clients. You would also need to work on Support Issues of Key Clients, perform Operational Metrics Reviews for the Clients and Host regular calls with them.
Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:
- Acts as an Escalation Point between Client and Support Desk.
- Develop strong working relationships with Assigned Clients and FIS.
- Manage the Service Delivery Component of the Client relationship.
- Conduct regularly scheduled status calls with client to discuss important key service topics, to review projects in client's queue and to discuss available service offerings.
- Own and work on Urgent and Escalated Tickets/Issues for Clients.
Monitor 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.
- Other related duties assigned as needed.
What you bring: Knowledge / ExperienceExperience in a Client Service Management / Service Delivery Management role
Experience of working in BFSI sector – exposure to Reconciliations Mandatory,Knowledge of IntelliMatch - required
Knowledge of Technical Support required.Product Support experience is added benefit
Good Excel and Presentation skills
Good working knowledge of FIS systems as well as the industries in which FIS competesQualificationsBachelor's Degree in Engineering or related field or the equivalent combination of education, training, or work experience.ITIL certification preferredCompetenciesFluent in English, communicates ideas both verbally and in written form in a clear, concise, and professional manner
Self-starter but team mindset - work as part of a global team
Customer Service and Team focus
Ability to handle projects commensurate with job expectation
Ability to work effectively with minimum supervision with a strong sense of ownership
Requires human relations, negotiation, and documentation skills
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
What we offer youA modern, international work environment and a dedicated and motivated teamA competitive salary and benefitsA variety of career development tools, resources and opportunities
Time to support charities and give back in your communityA fantastic range of benefits designed to help support your lifestyle and wellbeing
Great workspaces with dedicated and motivated colleaguesA broad range of professional education and personal development opportunitiesA work environment built on collaboration, flexibility and respect
With a 50-year history rooted in the financial services industry, FIS is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.
Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500 Index. 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 FIS Online Privacy Notice.
