About the role:

This is a Subject Matter Expert (SME) position responsible for delivery of new clients for Account Servicing (Front and Back Office Customer Services) related operations, supporting existing client Operations in troubleshooting activity and supporting TMS modernisation projects including automation. This will involve working with clients and other delivery teams on solution design and delivery.

About the team:

The Client Services team functions as an in-house Subject Matter Expert team covering all operational functions. The team is has over 75 years of TSYS experience within it and is responsible for delivery of new clients, supporting existing clients and operations with troubleshooting activity and best practice as well as modernisation projects including technology and user applications implementations.

What the candidate will be doing:

• Be a knowledge expert and leader in the practical application of Customer Services in the Credit and/or Debit Card space whilst undertaking the following:

• Assess the quality of existing TMS operational services and identify opportunities to enhance the TMS service offering. Build plans to deliver enhancements and manage their delivery.

• Be able to understand the impact of any client requirements or changes to support the change teams in assessing change requests.

• Support project delivery in terms of delivering agreed services set up requirements, to include; option selection support, defining business rules, process and procedure build, queue build, correspondence build/changes, defining operational MI requirements, supporting training and testing, acting as a work stream lead for interaction with client counterparts through project delivery and transition into BAU.

• Be familiar with operational and MI requirements to facilitate client discussions around best practice and recommendations, understand MI reporting and impact to operations.

• Communicate effectively and appropriately with both internal & external customers at all business levels.

• Identify automation opportunities to support TMS modernisation.

• Be able to logically identify gaps in available systems, identify the risks associated with these gaps and have the ability to work with TSYS and third party vendors in modernising process and system capability

What the candidate brings (Including any qualifications or minimum experience):

• Analytical mindset and problem-solving skills

• Financial awareness - an understanding of the key elements of delivering a profitable service.

• Excellent attention to detail

• Able to always show commitment and flexibility - the role can be based in the TMS Milton Keynes however based on business requirements and project support - be willing to travel to other centres to support project workload.

• Minimum 12 months experience working within a customer service operation within the Financial Services enviroment

• Ability to demonstrate solid TS2 consumer knowledge

• Strong written and oral presentation skills

• Proven experience working in client facing roles

• Experience in identifying risks and supporting solutions to mitigate those risks

• Experience of designing and writing Processes and Procedures for operations

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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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