Client Service Manager

Do you want to be a part of the new and dynamically growing team servicing companies across capital markets? Are you a diligent and motivated person? Do you enjoy learning and perfecting new skills? Would you like to work for the U.S.-based company and interact with the U.S. clients and international employees?

As a part of our existing Contact Center, we are creating a new team in Poznan, whose aim is to provide high quality customer service. You will be working alongside experienced colleagues in established locations in California, Florida, and Poland. Join our growing leadership team and help us deliver world class service to our U.S. shareholders.

About the team
Our Investor Services Poznan department offers financial services to prominent companies from the U.S. capital market sector. As part of it, the Customer Service team provides world class service to our shareholders and financial professionals, with a focus on demonstrating core values in each of our interactions: phone, chat, correspondence, and digital services. The team provides information and support to the company’s existing customers on their chosen investment products.

What you will be doing
You will be a part of the new team responsible for direct phone service for mutual fund clients. Your day to day will consist of:

• Day-to-day management of operations carried out by the assigned team to ensure the highest level of service to our clients.
• Managing the workflow, processes and the staff between Poznan, and other offices, in partnership with peers located in the US and Poznan. 
• Continually improving the process while keeping key controls top of the mind.
• Managing staff development, being point of escalation for clients, creating actionable objectives, and providing regular feedback on the progress, ensuring motivation and positive atmosphere within the team.
• Close collaboration with the leadership group, both locally and globally, on various business improvements projects, related to workflow changes, system updates or other strategic initiatives.

The ideal candidate has

• Well-developed verbal and written English communication skills.
• Deep understanding of leader's role.
• Willingness to self-develop and drive for learning.
• Experience in leading projects or initiatives will be an asset.
• Strong people development, customer-oriented and continuous improvement mindset.
• Flexibility to work in 2:30PM – 11PM work shift.

What we offer you

• Working in an international company, alongside international colleagues.
• Being a part of an innovative and entrepreneurial environment of a growing department and team.
• Option to work fully remotely, with the necessary equipment provided by the company (computer, monitors, accessories).
• Development opportunities by using the company's on-line training database and LinkedIn Learning.
• Participation in projects and training sessions focused on both soft skills (communication, presentation, conducting meetings) and technical skills (Excel, knowledge of capital markets, English language).
• Unique working atmosphere (team integration meetings, friendly working environment, support of experienced employees).
• Opportunity to get involved in social projects and local initiatives.
• Language courses.
• Contract of employment with competitive salary and excellent benefits: private health insurance for employees and their family, group life insurance, pension plan, lunch card, gym, office canteen discounts.
• Organization of work in accordance with the philosophy of work-life balance.

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.

#pridepass