{"id":2001992,"url":"https://alion.io/job/fis-client-services-manager-retail-payment","title":"Client Services Manager, Retail Payment","company":{"id":4808,"name":"FIS","domain":"fisglobal.com","url":"https://alion.io/company/fis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":71,"ghost_share":0,"stale_share":0.521,"repost_share":0.07,"time_to_fill_p50_days":25,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":70000,"max_usd":187000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":106},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-07T11:50:35Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-25T06:17:53Z","board_verified":false,"closed_at":"2026-10-25T06:17:53Z","days_open":17,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":17},"description":"The future of money is being built right now. At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.\nAbout the Role:\nWe are seeking a seasoned Client Services Manager, Retail Payment to join our service delivery team in Sydney. You will be part of a four-member team who are key point of contact for FIS’s Retail Payments clients. You will be the primary customer liaison for service aspects of the client relationship including service issues and escalations, client communications for incidents and problems, support for client business initiatives and associated implementations, management and analysis of client requests, building of relationships with client contacts and ensuring client satisfaction is high. Work in hybrid environment (FIS Office and Home) as part of a team of four (all onshore) reporting to the Client Relationship Delivery Manager.\nWhat you will be doing:\nClient Relationship Management: Serve as the primary liaison for enterprise clients, ensuring their needs are met and fostering long-term partnerships.\nService Delivery Oversight: Lead the end-to-end service delivery process, ensuring compliance with Service Level Agreements (SLAs) and client expectations.\nTechnical Proficiency: Utilize your understanding of Payments products - Issuing & Acquiring to troubleshoot issues, interpret system logs, and collaborate effectively with technical teams.\nConducts regularly scheduled status calls with client to discuss important key service topics and to discuss available service offerings.\nProblem Resolution: Address client escalations promptly, identify root causes, and implement effective solutions to enhance service quality.\nStrategic Planning: Collaborate with cross-functional teams to develop strategies that align with client objectives and drive business growth.\nPerformance Reporting: Generate and present regular reports on service performance, client satisfaction, and operational metrics to stakeholders.\nCompliance and Risk Management: Ensure all services comply with industry regulations and organizational policies, particularly concerning payments technology and financial software.\nProviding on-call support as per roster to the client and FIS support teams as a point of escalation.\nCreating and monitoring 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.\nThis is a hybrid role, requiring work both at the FIS office and from home on assigned days.\nWeekend on-call support is expected as per the on-call roster.\nWhat you bring:\nMinimum 10 years of Service Delivery Management experience including 5 years within the Payments domain\nService Delivery Experience: Proven experience in service delivery roles, preferably from the vendor side, with a focus on enterprise clients.\nPayments Technology Expertise: In-depth knowledge of payment systems, platforms, and industry trends.\nFinancial Software Proficiency: Experience with financial software systems and the ability to navigate and understand environments.\nTechnical Aptitude: Ability to understand Issuing & Acquiring systems, interpret system activities, and collaborate with technical teams to resolve issues.\nCommunication Skills: Excellent verbal and written communication abilities, with a talent for managing and influencing diverse stakeholders.\nAnalytical Skills: Strong problem-solving capabilities, especially in high-pressure situations.\nClient-Centric Approach: Dedication to delivering exceptional client experiences and building enduring relationships.\nTeam skills, including the ability to establish and maintain effective working relationships both internally as well as externally\nIndustry Knowledge: Familiarity with compliance, security, and regulatory requirements in the payments and financial software sectors.\nAdded bonus if you have:\nBring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.\nWe offer:\nInternal career growth opportunities \nOpportunities to innovate in fintech \nInclusive and diverse team atmosphere \nProfessional and personal development \nResources to contribute to your community \nPrivacy Statement\nFIS 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.\nSourcing Model\nRecruitment 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.","description_format":"text","description_chars":5163,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-07T11:50:35Z"},{"event":"close","at":"2026-10-25T06:17:53Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/fis-client-services-manager-retail-payment","json_url":"https://alion.io/job/fis-client-services-manager-retail-payment.json","meta":{"generated_at":"2026-10-26T10:47:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14558,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4808},"rest":"https://alion.io/mcp/rest/get_company?id=4808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffis-client-services-manager-retail-payment"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffis-client-services-manager-retail-payment"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffis-client-services-manager-retail-payment"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fis-client-services-manager-retail-payment\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffis-client-services-manager-retail-payment"}]}