Client Relations Manager I (Mutual Fund, Transfer Agency)

Job Description

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

This role is a part of the BPS Transfer Agency organization.

At FIS we provide service to clients via various channels like Transaction processing, Chat etc. The customer support may include but not limited to Accounts set up, Shareholder data maintenance, ​overall record keeping.

What you will be doing

• Supervisory/developing management role. Excellent knowledge of the field with strong leadership skills.
• The selected individual will be responsible for managing an operational team in a global environment and should be willing to relocate to another location.
• Provides direct supervision to employees according to established policies and management guidance. Establishes operational objectives and work plans, and delegates assignments to subordinates. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business.
• Exercises judgment within defined procedures and policies to determine appropriate action and administer company policies. Directly responsible for supervising a staff of three or more individuals. Authority for hire, fire, performance appraisal, and pay review decisions. Works closely with managers and other supervisors on team issues. Has wide latitude for decision-making.
• The selected individual will be responsible for managing an operational team in a global environment. The team may be handling processing of various tasks for individuals and multiple clients.
• Managing the workflow & processes between India, and other offices in partnership with peers located in North America and Poland, offering resolutions and feedback on bottlenecks, continually improving the process while keeping key controls top of 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.
• Identifies opportunities that challenge and encourage the development of staff.
• Addresses ineffective performance including proper documentation.
• Ensures you and your team meets deadlines, independently prioritizes work, communicates escalations, and proper time management.
• Makes service and operation decisions in the best interest of the client, their customers, and Enterprise
• Ensures KPIs, quality metrics and client SLAs are met, and teams are held accountable. If necessary, puts mitigating plans and actions in place to resolve and communicates to senior leaders as necessary. 
• Proactively reviews and evaluates performance reports (e.g., as of reports, holdover reports, daily stat reports, backlogs, SLAs, etc.) and discusses trends with staff and leaders.
• Demonstrates a risk and compliance mindset.
• Other related duties assigned as needed.

What you bring:

• Knowledge of transfer agency and/or mutual fund. Typically requires a minimum of 5 years banking or related financial industry experience. Customer service or client management experience – a plus.
• Min. 1-2 Years of Team Management Experience, including the ability to establish and maintain effective working relationships both internally as well as externally.
• Communicates ideas both verbally and in written form in a clear, concise and professional manner
• Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry
• Proven track record in client relationship management and/or the sales of technology products and services
• Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
• Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business
• Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth and high levels of customer satisfaction
• Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise
• Demonstrates the ability to lead by example and motivate professional level staff
• Displays strong leadership qualities, decision making abilities and strong business judgment
• Possesses strong personnel management skills
• Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
• Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
• Demonstrated customer-focused leadership ability
• Ability to work both independently and in a team environment

• Bachelor’s degree in commerce, Business or related discipline or the equivalent combination of education, training, or work experience

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

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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