Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

25 - 50%

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

The Corporate Support Director will lead a team of Corporate Support Managers as well as helping to shape the development of US Gaming in FIS. The key purpose of the role is to facilitate and provision an outstanding customer experience in the delivery of Worldpay operational solutions, minimising the time to live, as well as assisting the team build strong relationships with our merchants, monitoring outputs of the team against set objectives, and predefined SLAs. 

For help on product knowledge use https://eas.fnis.com/eas/catalog/index.php

What you will be doing

• Coach and develop team to improve quality of issue resolution. Activities include:
  • Recruit and induct new joiners
  • Recommend training approach and conduct training with current and new hires
  • Providing regular individual feedback via 1-1 sessions
  • Lead on initiatives to develop the customer experience

• Ensure quality control in delivering key merchant outcomes:
  • Drive quarterly reviews with team members about specific merchants on relationship health and upcoming action points
  • Providing Actionable feedback for improvement in merchant contact by sampling and reviewing quality and timeliness of case management

• Manage and prioritise workflow to improve efficiency.  Activities include:
  • Identify and remove hotspots within workflow
  • Re-balance workload between team members
  • Manage holiday cover

• Direct a team of Corporate Support Manager’s who are responsible for ensuring customers have the right support during implementation, on-boarding and go-live
  • Ensure customers and internal stakeholders have a common understanding of expected implementation timelines
  • Manage customers’ expectations and tracking activity in Salesforce
  • Validate that required application forms are completed with the appropriate information in line with the agreed solution (e.g. completion of on-boarding documentation)
  • Advise on user acceptance test strategy and detailing appropriate testing scenarios

What you bring:

• People management skills - able to recruit, coach, develop and inspire people for success
• Able to engage and influence people at all levels
• Experience of issue management and escalation handling
• Customer-orientated thinker
• A passion to delivery excellent service delivery

Added bonus if you have:

• Knowledge of the Betting and Gaming Industry
• Resilient, imaginative and innovate thinker
• Payments experience

What we offer you

• Competitive salary and excellent bonus potential
• Domestic travel
• 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!
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• Time to support charities and give back in your community
• A work environment built on collaboration, flexibility and respect
• A fantastic range of benefits including private medical cover, dental cover and travel insurance

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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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.