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VP, Client Services Wealth Management Platforms

Job Description Position Responsibilities/Requirements Responsibilities Oversee management of day-to-day support operations across multiple platforms 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. Develop and monitor application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems. Monitor call queues, call volume and other metrics. Analyze results and trends. Ensure volume of work produced meets product/service standards and exceeds quality standards. Report new or recurring problems to product management and/or product development departments. Select, manage and develop managers and staff with proper training, career development and succession planning Ensure representatives are properly trained when new products are released or products are upgraded or patched. Align with each of the business P&L owners to ensure business objectives around growth and retention are met Implement required process improvements to achieve prescribed performance targets Utilize various ticket management tools, particularly Jira, to integrate into corporate reporting Drive service improvements and standardizations Meet with clients to take on feedback, resolve service complaints and build better processes Develop and deliver product training programs for clients Participate, and in some cases, lead product user groups Review, analyze and action results of transactional and relationship surveys May develop business strategy and business plan for team/group operations including budget development. May build industry relations communicating technologies and operational concerns through industry networking. Some flexibility of hours is required; 24x7 environment Capabilities Executive presence and demeanor able to establish and maintain key client (especially banks) and internal executive relationships Strong strategic thinker who balances with actual execution Balance the need to maintain high-touch relationship model with the need to drive efficiencies in processing and with more automation. Advocates for and secures client needs among competing priorities Advocates for and secures staff needs, development and growth in environment that highly scrutinizes costs Able to work effectively in highly matrixed environment Drive service and cultural transformation Unify multiple teams around a common narrative and objectives Conversant in modern CX practices and principles.  Ideally an active member in CXPA or other CX professional group Qualifications B.S. Business Administration, Management, Computer Science 15 years client relations experience with at least 5 years experience managing 50+ person team and multiple managers Ideally 5+years managing bank and/or financial institution relationships Solid knowledge of trust accounting, wealth management and portfolio planning systems; ideally at least one of FIS products - GlobalPlus, TrustDesk, AddVantage, WealthWare, Charlotte. Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software Excellent customer service skills that build high levels of customer satisfaction for internal and external clients Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors CXPA member preferred, CCXP certified ideal but not required Able to travel in US and Canada up to 50% Assertive, decisive Empathetic listener With a 50-year history rooted in the financial services industry, FIS(TM) 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.
Salary Range: NA
Minimum Qualification
15+ years

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