The Product Support Manager is responsible for providing client services, support and maintenance for clients using the GMI and related applications.
The Client Services Manager is responsible for managing day to day relationship between FIS and our clients, managing and mentoring the GMI services team , coordinating and allocating projects, managing escalations, managing local development requests. .
This role is suited for an applicant with in-depth knowledge of Back-office processing and GMI who may be currently managing a technical support team and who is looking for a new challenge or for someone with some supervisory experience and is looking for the next step to manage their own team.
The Product Support Manager will be responsible for :
Management of a medium sized team of client services resources that provide local services & support functions to a client base made up of GMI and GMS users.
Cross train in other PTP product such as Clearvision and GMI.
Work with each member of the services team to ensure growth and increased productivity. This includes the setting of performance goals and monthly reviews.
Ensure the team is fully resourced to maintain optimum performance (i.e. vacation planning, recruitment and training).
Responsible for ensuring a fruitful and growing relationship is developed with clients by maintaining regular meetings, working groups and stakeholder meetings.
Will act as first level management escalation point for client issues.
Ensure turnaround of client issues meet SLAs
Collation of Root Cause documents for CAT1 incidents.
Will be responsible for allocating resources and playing an overseeing role in client projects, upgrades and new installations to ensure prompt delivery in line with any agreed timescales.
Managing and developing both internal and external training programs together with the training team.
Point of contact with the GMI product development team, including management of the local development priority list and agreement / follow up on delivery dates.
Will be required to work with the sales and presales team on projects with both new prospects and existing clients.
Implement and / or improve procedures that will foster knowledge sharing among the team.
Move between leadership role and team member role on various projects, as required.
Will act as a point of contact with the Senior management within FIS and at Clients’
Partner with Head of Professional Services to develop additional Professional Services Consulting opportunities.
Oversee the generation and maintenance KPIs for clients
The candidate must have :
Previous management or supervisory experience required
Excellent Communication Skills
Ability to analyse logs for the GMI suite.
Basic Development skills a benefit
Experience working with Databases (Oracle, sqlserver), AS 400, IBM Iseries
Being able to communicate with all groups of people equally well, knowing when to provide management summary information and when to provide detailed information, so that each group has the information required to make its business decisions.
Strong interpersonal / communication skills
An individual with leadership qualities.
A Professional with systematic problem solving skills, eager to dig deep into issues for root causes and conclusive resolutions.
Resourceful i.e. being able to draw from past experiences to resolve new or unseen scenarios.
Knowledge / Experience :
Knowledge of GMI (Functional & Operations)
Ability to maintain and build good relationships with both new / existing clients and exchanges / clearing houses
Highly organised with good time management skills
Experienced professional with a good knowledge of Financial Markets and Back office processing.
Building and maintaining a highly motivated team.
Developing best of breed services culture
What we offer you
An attractive salary package and other bonuses as performance bonus, meals vouchers, transportation .
Attractive range of benefits including private medical cover, dental cover, and travel insurance.
Continuous development through our diversified training across core financial, sales and FIS solutions.
A modern, international work environment and a dedicated and motivated, supportive team.
A broad range of professional development possibilities, resources and opportunities FIS is your final career step!
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.