Service Delivery Manager (FADS Account Manager)

Creates, manages and maintains customer bank relationships. Acts as a liaison and Customer Advocate between Customer Banks and FADS and other FAB departments that offers services related to a processing agreement. Identifies and builds relationships with other potential de novo bank customers to secure new business for FADS.

What will you be doing?

Manages the relationship with existing customer banks, ensuring that their issues and concerns receive appropriate attention from FADS and other FAB departments as required.

Maintains regular contact, both via phone and personal visits to ensure that an effective bidirectional flow of information is maintained.

Coordinates the delivery of new and existing products, solutions and services that may develop in the course of ongoing service delivery.

Ensures that proper documentation, testing and training is delivered to customer banks in advance of system upgrades, new installations and enhancements to existing applications.

Coordinates customer bank involvement in disaster recovery testing as required.

Reviews and approves invoicing to customer banks for services delivered from FADS/FAB. Investigates and facilitates the resolution of any issues that may arise in this area.

Coordinates any conversion/de-conversion activities associated with the delivery of services.

Ensures that appropriate communication exists between FADS and customer bank service providers when necessary.

Generates potential client relationships through customer referrals and networking via banking organizations and related events.

Responsible for meeting minutes and status reporting.

Exposure to project management methodologies, disciplines and techniques.
REQUIREMENTS
What do you need to qualify?

Bachelor's degree or equivalent work experience.

A minimum of five years in banking or related experience in financial service or services delivery industry.

Must have a proven record of sales or account management background with an emphasis toward IT service delivery.

Experience in the usage or delivery of banking products, systems and services is desirable.

Very high level of written and verbal communication skills.

Word processing and spreadsheet skills are required.

A normal business hour working schedule that may include Saturdays. Must be available to attend after business hours events and customer appointments where required.

What we offer:
Because our associates are our most valuable resource, we recognize their contributions through salaries and complete benefits.