Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

This is a director level managerial role that directs and controls activities of a broad functional area through multiple departments, business lines and divisions. Manages product support for at least 2 or more FIS product lines and all the sub products associated with the product lines. Provides strategic leadership for technical and non-technical product support teams. Maintains oversight and control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods

What you will be doing?

• This role consists of 75% Operations and 25% Strategy

• Manages operations of teams of representatives that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management.

• Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.

• Reports new or recurring problems to product management and/or product development departments.

• Monitors volume and other metrics e.g. average open ticket age, mean time to resolution, support tier resolution rates. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards.

• Ensures representatives are properly trained when new products are released, or products are upgraded or patched.

• Contributes to development of the product support function, including the launch of new products and services as well as integration of mergers and acquisitions.

• May develop business strategy and business plan for team/group operations including budget development.

• Selects, develops and evaluates personnel to ensure efficient operation of the function.

• Effectively manages client escalations related to product support functions.

• Leads executive level client and prospective client meetings.  May present frequently at client conferences, user groups and industry events.

• May build industry relations communicating technologies and operational concerns through industry networking.

• Some flexibility of hours is required; Call Center 24x7 environment

​What you will need:

• 10-15+ years of Deep Operational experience in functional support

• 10+ years of Banking experience in a leadership role.

• 10+ years of experience as direct response for level 2 end to end ecosystem level support

• ​​10+ years of experience in a high- end leadership role, preferably in FINTECH

• 10+ years of experience as a de facto leader

• The ability to influence your team and keep them engaged

• Data driven individual with excellent analytic skills

• Career based on continuous improvement

• Career dominated by key client facing roles, high sense of urgency and the ability to reassure clients

• Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture

• Working Strong knowledge of workforce management practices and tools, e.g., productivity measures, workforce scheduling software scheduling, quality monitoring software

• Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills

• Excellent communication skills, ability to formulate and shape key messages as well as influence senior stakeholders

Added bonus if you have:

• Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support

What we offer you:

• A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech

• Always-on learning and development

• Collaborative work environment

• Opportunities to give back

• Competitive salary and benefits

• No sponsorship available for this role

• Please note, if you live within 50 miles of Jacksonville, Florida, you will be required to work a hybrid schedule.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $171,910.00 - $288,820.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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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