InP - Client Relations Manager I

GENERAL DUTIES & RESPONSIBILITIES

Client relations manager 1-Call back or Voice process (Transfer agency)

About Team :

The Transfer Agency is a division responsible for Transaction Operations, Processing and associated functions of mutual funds for various clients. At FIS we provide service to clients via various channels like Transaction processing, Chat etc. The customer support may include but not limited to Accounts set up, Shareholder data maintenance, overall record keeping.

What you will be doing :

• Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
• Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
• Works to maintain and grow the client relationship while ensuring ongoing customer service.
• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
• Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
• Keeps abreast of new products / services and changes to existing products / services.
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
• May participate in business reviews to learn about clients strategic direction as well as gain a good understanding of the products and / or services FIS is offering.
• Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
• Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
• Manages and communicates expectations internally and externally.
• Monitors monthly service level / availability management reports to identify possible trends in service level agreement (SLA) misses and contacts appropriate product area if misses fall within guidelines of a contractual penalty.
• May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product / service standards and exceeds quality standards.
• Ensures representatives are properly trained when new products are released or products are upgraded.
• Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• May work at an FIS or a client location.
• Travel required.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS

Bachelors degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES