Representative Lead, BPS Client Service & Support

Job description

Job Description Job Title Representative Lead, BPS Client Service & Support Intro: At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS? About the Role You will serve as a key link between operations teams and clients within a growing middle office function, helping shape and scale a new operating model. In this role, you will manage day-to-day client servicing, reporting, and issue resolution across multiple client accounts. You will drive communication, transparency, and operational performance through proactive coordination and structured reporting. Success is measured by client satisfaction, operational efficiency, and the ability to anticipate and resolve issues across the service lifecycle. What You Will Be Doing • Serve as the primary liaison between operations teams and 4–5 assigned client accounts • Deliver accurate daily reporting to clients, leveraging tools such as Copilot to enhance efficiency and insights • Lead daily huddles with operations leads to review status updates, risks, and issue tracking • Conduct weekly client and host calls to communicate progress, performance, and key updates • Manage and track technical and operational issues through full lifecycle resolution • Provide proactive communication and escalation of risks impacting client delivery • Coordinate across internal teams to ensure seamless service execution and client satisfaction • Analyze operational data and trends to support continuous process improvement • Maintain organized tracking systems for deliverables, issues, and action items • Contribute to building and scaling middle office processes, tools, and best practices Required Qualifications • Bachelor’s degree or equivalent experience in financial services, business operations, or related field • Demonstrated experience in financial services operations • Strong client service experience with ability to manage multiple client relationships simultaneously • Excellent verbal and written communication skills with confidence presenting to clients • Proven ability to manage reporting processes, dashboards, and operational updates • Highly organized with strong attention to detail and ability to track issues end-to-end • Proactive approach to problem solving and identifying process improvements • Experience collaborating across cross-functional teams in a fast-paced environment Preferred Qualifications • Financial services operation experience 4+ years • Experience working in a middle office or client-facing operations environment 4+ years • Familiarity with reporting tools or AI-enabled solutions such as Copilot • Knowledge of wealth management or banking operations • Experience leading team huddles, client calls, or operational reviews • Strong analytical skills with ability to interpret operational data and trends What We Offer you At FIS, you can grow your career as far as you want to take it. Here’s what else we offer: Opportunities to make an impact in fintech Personal and professional learning Inclusive, diverse work environment Resources to give back to your community Competitive salary and benefits Privacy Statement FIS 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 . EEOC Statement FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. 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. #pridepass