Director – Client Services & Service Delivery Executive

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 role:

A leadership position which includes both external client and internal executive engagement, leading a team of ~100 people and managing an expense budget of ~$2M

About the team:

We have 200+ strong domain intensive client facing staff who working in the Treasury & Payments eco-system for our flagship clients, including ~ 100 in India. We support products in On-prem deployments as well as through our own SaaS and hosted offerings.

The Treasury suite of products & related client offerings is in the middle of a major transformation from our heritage products to a new strategic platform creating significant change and a need to provide solutions to the industry to help them on this change.

What you will be doing:

• Leadership of the GDO team that supports clients across the Treasury industry.

• Responsibility for driving the strategy of client-centricity and the relentless pursuit of client excellence across the team.

• Manages teams that execute day to day L1 & L2 application support, drive issue management and lead client engagement via strong governance, reporting and communication.

• Manages teams that deliver change to clients including, mandatory exchange, software upgrades, and client contractual change budget.

• Manages teams that contribute to other functional groups like Development and CIO in their execution of problem and change management.

• Manages teams that deliver solution support and guidance relating to new products/services and changes to existing products/services.

• Identifies duplication of function across teams and continually working with partner with other teams to simplify operating model and drive efficiencies.

• Strategically focused on client satisfaction with a detailed willingness to go deep on metrics like Net Promoter Score, Average Open Ticket Age, OSAT and Ticket Backlog trending and drive change thereafter.

• Leads colleagues who are the primary liaisons for their named clients; responsibilities include effective oversight of client initiatives, the build and maintenance of client relationships and escalation management.

• Ensures close collaboration with the global CXSD Leadership team to drive improvement initiatives and priorities.

• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement. Prepared to influence other parts of the organization similarly.

• Drives a spirit across the team to identify new business opportunities and to coordinate with appropriate sales personnel to harvest those service and product opportunities.

• Prepared to continuously coach and develop the inherited leadership team and/or promote and hire new members into it if necessary. Actively encourages career flow.

• Actively drives a tight interlock with other functional groups and the business unit itself. Demonstrates the behavior that is expected to be mirrored.

• Will regularly participate in both internal and external business reviews to learn about the strategic direction of the client and business as well as provide valuable insight that allows them to learn from us.

• Non-standard working hours required at short notice.

• Occasional domestic and international travel required.

What you bring:

• Must possess a client-centric mindset and a willingness and ability to drive change.

• Must demonstrate multiple years of experience within the Capital Markets domain, as an individual contributor and leader.

• Possesses a broad and/or deep understanding of the operational cadence of our clients.

• Ideally possesses a familiarity with Treasury, Payments and Banking industry.

• Ideally possesses a familiarity with the FIS product and service suite.

• Proven track record in managing cross discipline teams, ability to identify best practice operating structure.

• Displays strong leadership qualities, decision making abilities and strong business judgment.

• Proven track record of building high-performance teams. Comfortable making tough decisions.

• Exceptional verbal & written communication skills and a confidence to negotiate and present in high pressure environments.

• A positive and resilient nature is vital as is an immense work ethic that demonstrates leadership by example.

• Ability and willingness to operate day-to-day with independence while always focused on mutually agreed objectives.

Education Requirements:

Bachelor’s degree or the equivalent combination of education, training, or work experience.

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 competitive salary and benefits

• A variety of career development tools, resources and opportunities

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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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