We have a career opportunity for Client Services Representative role. The role will report to the Head of Client Services.
The Client Services Representative is a role within the Post-Trade division of FIS Institutional and Wholesale.
If you have the following competencies that we are looking for then you are the right candidate for the role.
We are growing and your professional expertise is what we need!
To act as a single point of contact for a pool of clients across multiple PTDS systems and to have in-depth understanding of the client deployments and account status.
To establish and maintain strong client relationships through regular close contact account management which will include management of open issues, regular face to face meetings, telephone and email communication.
To manage expectations of all internal and external stakeholders by communicating through meetings, verbal, written and email forms.
To produce weekly, monthly and ad-hoc status reports to clients and managers that will clearly and proactively keep all parties updated.
Duties and Responsibilities:
Maintain open issues list for allocated clients, ensuring it is always up-to-date and accessible to key internal stakeholders.
Schedule and co-ordinate regular client meetings to discuss the Open Issues list, metrics and KPIs, product roadmaps, pertinent external and internal projects and client strategic plans.
Generate metrics for client issues and enhancements, ensuring that monthly KPIs on service levels for Regional PTDS clients are created and updated accurately and in a timely fashion.
Collaborate with the Client Services Level 2 teams and Regional support managers to discuss client status and open issue tracking.
Co-ordinate meetings where required between the customers and the relevant internal stakeholders to facilitate the resolution of issues in the most efficient way.
Manage the prioritization of client issues with the client and escalate as needed internally to expedite issue resolution.
Ensure that allocated hosted clients are apprised of all relevant Client Bulletins, environment changes and scheduled upgrades that may impact them.
Collaborate with Support management team to ensure that production support is performed in accordance with the customer contract/SLA. Identify and work to introduce process change to assist with ongoing improvements to Client Service levels.
Raise and Manage Change requests for allocated hosted clients. Assist with and ensure that UAT is performed and signed off by the client.
Manage client readiness and assist in testing and roll-out of FIS and industry-mandated projects through close collaboration with relevant product line resources, Support team, Hosted Services and Networking teams.
Review and approve handover of new client account from Project Team to Services team to ensure a successful transition from an account management perspective.
Collaborate with Support management to ensure that Client Profile documentation for allocated clients is maintained on a regular basis.
Contribute to the ongoing FIS business development via an added-value understanding of the customer environment and identification of opportunities resulting from market and industry developments. Identify any training needs or other services that may assist the client in their use of FIS applications.
Assist Global Support team during critical incidents as required by providing expertise and direction to ensure the effective resolution of the issues, attending Bridge calls as needed, and communicating with client.
Finalize and distribute Incident Reports for allocated clients for critical incidents. Follow up on identified action points to ensure they are implemented according to commitments.
Act as a point of escalation for Client Services Representatives, ensuring any risks and critical issues are reported to the Regional Head of Client Services.
Development Value (areas of mobility):
Product / Project Manager
Regional Head of Client Services PTDS
Managed Account Representative
Senior Client Services Representative
At least 2 years’ experience within the Post Trade Derivatives environment
Knowledge of Derivatives Markets and Products and Customer business processes and needs
Experience in Support and/or client account management
Experience in one or more FIS PTDS Systems – Clearvision, UBIX, GMI, RIMS
Experience working with Databases (Oracle, Sybase, sqlserver, DB2)
Fluent Cantonese and English
Highly organised with good time management
Quality follow up process and customer relationship management
Use of customer database (Support Force/Lotus Notes)
Incident report writing
Analysis and preparation of performance monitoring indicators
Ability to build good relationships with clients
Ability to work independently whilst being part of a growing global team
Strong interpersonal/communication skills
Candidate must be able to take the initiative for learning by researching and reading independently
Qualifications: Competence (know-how):
Ability to think logically under pressure
Problem Solving and Troubleshooting
Team work and Collaboration
Willingness to change the status quo
Interested parties please click Apply Now to apply job
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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 500R 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.
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 and here
For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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.
As part of the selection process this role may require an assessment to determine suitability
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.