Client Relationship-Delivery Manager II
Job Description Summary:
Responsible for managing data center at Clients location and the overall FIS relationship for client in Oklahoma City, Oklahoma. Works on site at client location leading team that provides production processing, product support, and in-house programming for Client running the HORIZON Banking System on an IBM System i (AS400).
General Duties & Responsibilities
Manages on-site team consisting of Business Analysts, programmer, and production operations.
Ensures adherence to contracted Service Level agreements for production processing. Tracks and reports on overall performance and implements solutions for any issues.
Provides guidance and backup to the on-site technical, product support, and production operations.
Works closely with bank management to identify their needs and application requirements. Identifies best course of action to provide solutions be they in house development, FIS professional Services, or purchase of new products.
Works in consultative manner with Client management focusing on both day to day activities and the strategic nature of the relationship.
Responsible for overall security of the systems environment which includes working closely with bank, FDIC, and third party auditors to ensure secure environment with little to no audit findings.
Works closely with FIS Systems Support team for support of the IBM i (AS400) Operating System.
Advises users on best use of system – leveraging both in house and external FIS resources as appropriate.
Coordinates with FIS Sales organization new opportunities and contract renewals.
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 the delivery of the outsourced solution.
Oversees and leads teams in delivery of continuous and effective outsourced solutions and ensures project completion within budget and in accordance with contract requirements.
Has profit and loss responsibilities.
Selects, develops and evaluates personnel to ensure efficient operation of the function.
Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.
Bachelor’s degree in business, computer science or information systems or the equivalent combination of education, training, or work experience.
General Knowledge, Skills & Abilities
Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry
Proven track record in client relationship management, service delivery and/or the sales of technology products and services
Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business
Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction
Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients
Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client
Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise
Demonstrates the ability to lead by example and motivate professional level staff
Displays strong leadership qualities, decision making abilities, and strong business judgment
Possesses strong personnel management skills
Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans, and delegates assignments to subordinates. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship. Authority for hire, fire, performance appraisal, and pay review decisions. Manages teams who deliver services, e.g., data center operations, application management, custom application development, etc. to one or more strategic clients
FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 53,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.