Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

About the Role:

Our Delivery Manager Lead is responsible for working with our Delivery Manager to help manage the delivery, quality, and metrics on agreed-upon targets to ensure successful execution of clients' escalations and Get-to-Green plans. You'll have the chance to identify process improvements while running the Strategic Improvement Plans, oversight or SLA's and other non-contractual risk credits.

What you'll be doing:

KPIs, OLAs and OKR Management
- Ensure business priorities and OKRs are defined and followed in coordination with the Functions
- Identify delivery quality KPIs and OLAs at the L7 level and key clients for CM Services (PS, CX, MS) and CIO ensuring alignment with and expanding upon FIS Corporate metrics (i.e., Client Excellence metrics)
- Define targets for each metric and interlock targets with Functions
- Track metrics and targets using the available Dashboards (Business Health, Management Pack, PS, Credit Risk and SLA) and FIS Corporate reporting
- Support new Dashboards implementation liaising with the Capital Markets Intelligence Hub and Business Operations teams
- Run L7 metrics review and interlock meetings with Function Managers on a monthly or more frequent basis
- Continuously refine metrics to reflect changes in business direction, operating model and corporate goals
Client Escalations Remediation Support
- Oversight clients' escalations with the escalation owners to confirm accuracy, especially on FIS and Client impacts and escalation root causes
- Validate Escalation Get-to-Green plans and hold periodic reviews of the actions with the Escalation owners to ensure steady progress
- Ensure the proper communication plan is in place with the client, including progress review meetings
- Attend client meetings as required by the escalation level, severity and impact
- Elevate escalation level engaging with Senior and Executive Leadership when required
- Ensure proper and timely escalation resolution and closure, including review of "Lessons learned"
- N.B. Execution responsibility of the remediation plan is owned by the respective functions as per remediation plan, while the escalation owner remains accountable for the overall escalation
Strategic Improvement Plans (SIP)
- Identify functional and cross-functional issues via the analysis of client feedbacks, NPS reviews where applicable, functional metrics, escalations and internal assessments
- Engage with the Function Leadership to analyze the root causes of the identified gaps and define the resolution plan
- Agreed on metrics target improvements as a result of the SIP implementation
- Track the SIP on the FIS SIP Tracker, assigning actions to the respective Functional owners
- Hold Functions accountable on the delivery of the agreed action plan
SLA's and Non-contractual Risks Management
- Work with Functions and Business to actively maintain a view of SLAs and non-contractual credits risks
- Credit forecasting and active budget management and review with Finance
- Business validation and approval of credits and attribution of the credit amount to Functions
- Identify patterns and causes of re-occurring credits and work with the Functions and Business to address the underlying issues
- Hold Functions and Business partners accountable for their credit impact
- Review of non-standard contractual SLA during contract negotiations

What you bring:

4-5 years of experience, specifically within the capital markets and financial industry
Strong understanding of Capital Markets client needs, business models, services, and CIO organizations and their processes
Back office experience with KPIs, OLAs, SLAs, and OKR Management
Ability to communicate effectively with all levels of management in an organized, professional manner
Ability to utilize judgment in decision making process and decisions related to job tasks
Excellent skills in communicating ideas both verbally and in written form in a clear, concise and professional manner

What we offer you:

A career at FIS is more than just a job. It's the chance to shape the future of fintech. At FIS, we offer you:

A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits

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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FIS, Inc.

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