Job Description
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
  • Provide 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 prioritize 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 Managers who are responsible for ensuring customers have outstanding support for operational issues:
  
  • Ensure customers and internal stakeholders have a common understanding of expected implementation timelines
  • Manage customers' expectations and track activity in Salesforce
  • Validate SLAs are being met across the Team and support achieves or exceeds expected standards across all members of the Team
  • Manage a subset of the Team with cross functional responsibility for the management of SME merchants, including (limited) commercial responsibilities for these merchants
  • Plan and execute on projects designed to improve customer experience across the eComm North America business unit

What you bring:

• People management skills - able to recruit, coach, develop and inspire people for success
• Excellent communication skills, both written and verbal
• Able to engage and influence people at all levels
• Experience of issue management and escalation handling
• Customer-orientated thinker
• A passion to deliver excellent service
• Deep payments industry knowledge
• Strategic thinker
• A self-starter motivated to review and improve processes and procedures

Added bonus if you have:

• Resilient, imaginative and innovate thinker
• Commercial experience
• International payments knowledge and experience

What we offer you

• Competitive salary and excellent bonus potential
• Domestic and international 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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Vaccination Requirements
All employees must be fully vaccinated against COVID-19 on or before December 31, 2021. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
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.
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