Director – Service & Call Center (m/w/d)

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor’s Degree

Travel Percentage :

0%

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?

We are currently looking for an experienced Director – Service & Call Center (m/w/d) to lead the Business Process Outsourcing (BPO) teams of FIS Banking in Germany and steer the business to a successful future while focusing on client satisfaction.

This role is based in our office in Nuremberg.

About the team:

The BPO Europe team is responsible for the running of outsourced operations for multiple clients across banking and payments. As Director, you will have full accountability for the successful service delivery for many of our clients.

We work with internal teams to enhance and develop our BPO call center / service center offering and also deliver efficiencies across all BPO processes. Additionally, we ensure that we deliver best in class service, we act as an interface between technology streams, change & delivery teams and the client to ensure requirements are met, system functionality is understood and they both align to client expectations.

Whilst we have had great success so far, we are committed to improving the client experience with FIS. We are on a hugely exciting and ambitious journey to expand our BPO footprint across Europe and to deliver a best in class operation that serves as a template for future clients.

What you will be doing:

• Running our service center and call center operations (50+ people across various teams) for our Banking clients in Germany
• Managing costs effectively whilst maintaining SLAs and KPIs
• Tracking, execution and reporting of operational deliverables either directly or through project resource
• Supporting the department, the wider organisation and the client with expert advice, knowledge and guidance that utilises experience gained in a regulated environment
• Providing support to ensure that we remain an innovative and progressive department
• Oversee the provision of key activities such as policy adherence, supplier assurance and audit responses
• Horizon scanning and working with regulator guidance to remain pro-active and progressive in adhering to regulator guidelines

What you bring:

• At least five years’ experience in a middle management role in managing a call/service center and back-office operations or a related field
• In depth understanding of regulated financial services, Business Process Outsourcing and 1st line operational activities.
• A natural born leader with a flair for getting the best out of people and driving them to success.
• Ability to liaise with internal and external stakeholders at a senior level.
• Excellent communication and presentation skills across a wide spectrum of stakeholders up to C level executives.
• Strong negation skills & commercial acumen with at least ten years experience within operations or an oversight function in a regulated environment.
• Fluency in English and German language

What we offer you:

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Competitive salary and excellent incentive compensation structure
• A modern, international work environment and a dedicated and motivated team
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• External and internal trainings
• Excellent benefits (insurances, stock purchasing plan, benefit card and more)

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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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