Senior Lead Analyst-Client Services(Intellimatch Support, Reconciliations)

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 / Experience

• Experience 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 competes

Qualifications

• Bachelor’s Degree in Engineering or related field or the equivalent combination of education, training, or work experience.
• ITIL certification preferred

Competencies

• Fluent 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 you

• A modern, international work environment and a dedicated and motivated team
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• Time to support charities and give back in your community
• A fantastic range of benefits designed to help support your lifestyle and wellbeing
• Great workspaces with dedicated and motivated colleagues
• A broad range of professional education and personal development opportunities
• A 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.

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.

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