Job Description
Product Support Representative Specialist JR0291748
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
About the role:
- Post implementation product support for existing and new customer based across APAC and EMEA Region
- Utilizing mathematical and statistical knowledge to assist with the building valuation sheets/validations.
About the team:
- We bring award-winning, multi-asset-class investment operations and data solutions which primarily serve the Buy Side Asset Managers with front-to-back best in class solutions.
- Our market leader solutions include –Investment Accounting Manager, Private Capital Suite, Virtus, Global Transfer Agency and Data Management solution.
- Premier Asset Managers leverage our comprehensive investment operations systems and cloud services to drive growth and efficiency in the dynamic market conditions.
- Solutions used by 80% of the world’s largest Asset Managers as well as 90% of largest Private Equity firms.
- About 950 Product Engineering & 2,000 BPO FIS employees across the globe working efficiently to ensure our solution can process $47T worth of assets accurately.
What you will be doing:
- Manage 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.
- Monitors ticket volumes, ticket turnaround times and other metrics. 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.
- Participate in incident management process and coordinate until issues are resolved and RCAs are delivered.
- Ensure comprehensive handover from Professional Services team to Client Services of new projects.
- Report new or recurring problems to product management and/or product development departments.
- Attend and minute weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.
- Prepare and track improvement plan for continuous service level excellence.
- Ensure client expectations are managed across all active work streams to minimize escalations to senior management.
- Best practices i.e. how to best utilize functionality to meet customer business needs and get Client experience teams up to speed.
- Selects, develops and evaluates personnel to ensure efficient operation of the function.
- May have to adapt to supporting teams in front line support with client inquires, issue triage, calls with clients, etc.
- Other related duties assigned as needed.
What you bring:
Knowledge / Experience
- Excellent oral and written communications skills
- 6-8 years of experience in a similar role.
- Understanding of FIS brand and capability to represent FIS in key client communications relating to FIS business strategy.
- Understanding of process improvement strategy and implementation of the same on accounts.
- Experience in support and/or client account management.
- Familiarity with technology (SQL server) to understand how applications work (understanding of web server, app and DB servers how they interact)
- Ability to work effectively with a strong sense of ownership.
- Customer service and team focus.
- Working knowledge of diagnostic utilities (desirable).
- Be a self-starter with the ability to work effectively with minimum guidance.
What you will need:
- Risk Management knowledge - FRTB, SIMM, Basel Norms etc.
- Credit Risk - CVA, DVA, XVA, PD, LGD, EA etc.
- Market Risk - Swaps, FX, Derivatives, Bonds etc.
- Working knowledge of diagnostic utilities (desirable).
- Be a self-starter with the ability to work effectively with minimum guidance.
- Basic Knowledge on Microsoft SQL Database, general SQL queries, RDBMS, data structures, Analysis services, Cube
- Strong Analytical and problem-solving skills
Added bonus if you have:
- Macros in SQL, Excel, Using financial functions desirable.
- Fluent in English
- Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion.
- Organized approach – manage and adapt priorities according to client and internal requirements.
- Self-starter but team mindset - work autonomously and as part of a global team
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.
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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