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Job Description

At FIS: 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 role:
This role is a working supervisor for the Item Processing Account Services Team. IP Account Services assists client banks with operational support for item processing issues. Requests may include accommodating deletion requests, managing support tickets, escalations, and research requests. This role will be responsible for supervising those with the title of Client Services Representative; Ensuring that there is communication back to the respective operational teams when mistakes are made, documentation of procedures, and mentoring the representatives is an important part of the role. This position will also have the responsibility to help identify efficiency opportunities and standardize how the account services team operates across the item-processing client base. 

About the team:
There are currently 5 team members and a supervisor who work closely together with the item processing operations group. Support hours are from 7 am - 7 pm local time. Two other account services teams service our clients out of Little Rock, Arkansas, and Pasadena, California. We are working toward merging the teams with standardized processes and procedures so that there is a single team supporting all IP client banks.

What you will be doing:

• Manages the processing environment to protect production systems critical to the success of the business.
• Delivers an operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets.
• Develops and recommends tactical and strategic plans for processing operations.
• Selects, trains, develops and leads an efficient and effective processing team.
• Identifies and recommends cost-saving and continuous improvement initiatives within the processing area.
• Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements.
• Develops and implements team standards and procedures that support departmental standards and procedures.
• Develops and executes project plans, budgets and schedules for documentation of work and results.
• Develops, manages and forecasts the budgets for the relevant cost centers.
• Other related duties assigned as needed.

What you will bring:

• Knowledge of all processing phases
• Knowledge of processing administration and processing activities and controls
• Knowledge of FIS products and systems
• Proficiency in client communication and escalation management
• Knowledge of project management methods and techniques
• Proficiency to effectively supervise, lead and manage staff members
• 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 problem solving, team and time management skills managing multiple deadlines for self and others
• Proficiency in evaluating the performance capabilities of subordinates as well as counsel subordinates in development and/or corrective discipline
• Proficiency in making projections of future expenses based on analysis of cost effectiveness of past expenditures
• Proficiency to operate independently

The ability to work Monday through Friday from 8:00 am to 5:00 pm

What we offer you:

• Attractive benefits including private medical cover, dental cover, and 3 weeks of paid vacation, and more benefits.
• A modern, international work environment and a dedicated and motivated team
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A variety of career development tools, resources, and opportunities

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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