GENERAL DUTIES & RESPONSIBILITIES • Manages an assigned team of personnel which includes understanding skill types and proficiencies, planning, coaching, recruitment, selection, career and performance development and mentoring. • Monitors staff performance, works with employees to implement goals and document progress. • Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools. • Manages staff to ensure all duties are performed in an accurate and timely manner. • Plans and maintains efficient operations by designing, implementing and evaluating level one operations process. • Develops, implements and monitors policies and procedures. • Monitors and analyzes telephone statistics and forecasts adjusting schedules to match call volumes. • Implements production, productivity, quality and customer service standards. • Identifies and resolves problems, completes audits, determines system improvements and implements changes and resolves escalations. • Works with project managers, account managers and relationship managers on implementing support enhancements and resolving client escalations. • Develops an overall strategy to meet departmental/business unit goals and objectives. • Negotiates solutions and resolves conflicts that have been escalated from a supervisor or manager. • Assists in the projection of future operational requirements based upon current operations, projected growth and strategic direction. • Collaborates with other client support managers to drive consistent process and productivity improvements. • Leads the development of client support programs and process improvements that enhance the level of external customer service. • Monitors and reports daily, monthly and yearly key performance indicators. • Assists in the management of technology tools and reports that support operational requirements and efficiencies for department. • Other related duties assigned as needed. EDUCATION REQUIREMENTS Bachelor’s degree in computer science, information systems or other related technical discipline or the equivalent combination of education, training, or work experience. GENERAL KNOWLEDGE, SKILLS & ABILITIES • Knowledge of mainframe technology, open systems hardware/software, Wide Area Network and infrastructure design • Knowledge of management reporting, operational procedures and management information systems • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors • Excellent decision-making, problem-solving, team-building, organization, negotiation, conflict management and time management skills • Strong coaching and mentoring skills • Ability to negotiate effectively and deal with highly complex, confidential and sensitive information • Ability to work closely with executive management to provide essential information, make recommendations and affect change • Willingly shares relevant technical and/or industry knowledge and expertise to other resources • Proven project management skills FIS JOB LEVEL DESCRIPTION Supervisory/developing management role. Solid understanding of management and leadership. Works under general supervision of manager with the ability to make decisions independently. Effectively leads team in establishing and achieving goals. Exhibits skills in time management, effective communication, organization, and prioritization of work. Ability to exhibit sound decision-making and problem solving skills, and when applicable, consults with peers and manager for assistance. Displays the ability to manage and complete large projects successfully. Independently makes decisions regarding hiring, performance management, goal setting, and strategic initiatives within respective business area. Completes manager on call responsibilities and joins all critical internal bridges to offer feedback on client impact, call impact, and in publishing communications. Typically requires one to three years prior supervisory/management experience.

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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