Client Services Manager – Retail Payments

About the role

FIS is seeking an experienced Client Services Manager for Retail Payments to join its service delivery team in Sydney. You will act as the primary liaison for enterprise retail payment clients, handling service issues, escalations, and supporting business initiatives.

Key responsibilities

• Serve as the main point of contact for client relationship management, ensuring high satisfaction and long‑term partnership.
• Lead end‑to‑end service delivery, monitor SLA compliance, and generate performance reports.
• Resolve client escalations, conduct root‑cause analysis, and implement corrective actions.
• Provide on‑call support, including weekend rotations, and coordinate with technical teams on Issuing & Acquiring systems.
• Collaborate with cross‑functional teams to develop strategic plans aligned with client objectives.

Required profile

• Minimum 10 years of service delivery management experience, with at least 5 years in the payments domain.
• Strong communication and stakeholder management skills, with a client‑centric approach.
• Proven ability to work under pressure and deliver solutions in high‑stakes situations.

Required skills

• Payments technology expertise, specifically Issuing & Acquiring systems.
• Experience with financial software platforms and understanding of related regulatory requirements.

What we offer

• Internal career growth opportunities.
• Opportunities to innovate in fintech.
• Inclusive and diverse team atmosphere.
• Professional and personal development resources.
• Support for community contributions.