Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Computer Science
Travel Percentage :
1 - 5%
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
What You Will Be Doing:
This role is a regional support manager that is responsible for directing the Prophet application as part of the FIS Insurance Risk Management Suite support team to provide a high-quality user experience. Prophet is an end-to-end software solution for Actuarial Modeling and Insurance Risk Management and covers a suite of applications designed to handle the needs of small and enterprise-scale clients alike. From model development through to results production and the automation of production workflows, Prophet is the global leader in actuarial software, used each day by hundreds of insurance organizations across the globe.
Successful candidates will have a keen interest in IT and/or software systems. They should also possess strong communication skills, analytical ability, developing relationships across teams and enjoy working with others to collectively solve problems! Training on the Prophet suite of applications will be provided and typically requires more than 8 years related product support, technical support, engineering and/or operations experience with at least three years leadership responsibility.
Main Responsibilities:
- Manage a team of support representatives with varied personalities, helping them address technical or complex inquiries related to the Insurance Risk Management Suite through the case management system, ServiceNow.
- Effectively communicate with clients as needed and internal teams to develop relationships that foster growth and enhance knowledge.
- Gain an in-depth understanding of the product suite to assist staff in resolving issues complex issues and contribute to the development of the business unit/area.
- Collaborate with internationally based FIS teams to deliver high-quality solutions and support to customers worldwide, though main focus is in EMEA. Work closely with other Prophet internal teams to achieve team objectives and ensure high customer satisfaction.
- Create client support documentation, maintain procedural documentation and participate in special projects as time permits.
- Monitor call queues, call volume, and other metrics for the EMEA regional team. Analyze results and trends to ensure the volume of work produced meets client experience service standards and devise plans to exceed them.
- Ensure representatives receive proper training when new products are released, or existing products are upgraded or patched.
- Evaluate and develop personnel according to the scheduled FIS review process and make recommendations for improvement.
- Some flexibility of hours is required as regional teams combine into one global group and currently work 24x5 environment. Paid weekend on-call support is a possibility from time to time to meet client needs.
What you bring:
- Degree in either of computer sciences, computer engineering, business or technical field required. Knowledge of IT technologies, i.e., operating systems, network devices, software development and architecture.
- Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors.
- Ability to gains an in-depth understanding of the product suite in order to help the staff resolves issues
- Excellent decision-making, problem-solving, team building, conflict management and time management skills.
- Is resourceful and proactive in gathering information and sharing ideas.
- Demonstrated customer-focused leadership ability.
What we offer you:
- A work environment built on collaboration, flexibility and respect.
- Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, hybrid work model – 3 days from in office, etc.)
- Varied and challenging work to help you grow your technical skillset.
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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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