Manager, BPS Client Service & Support

Posted 2 days ago

fidelity national information servicesJacksonville (FL)

Financial Managers Administrative Management and General Management Consulting Services

SENIORITY

Manager

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About the role

FIS Job Opportunity We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients, and communities. If you are ready to start learning, growing, and making an impact with a career in fintech, we would like to know: Are you FIS?

What You Will Be Doing: Lead and develop a team responsible for retirement client onboarding, implementation, conversion, and ongoing service activities. Drive a client-centric culture focused on delivering exceptional onboarding experiences, successful plan conversions, operational excellence, and long-term client satisfaction. Oversee end-to-end conversion activities, including project governance, risk mitigation, milestone management, testing oversight, and client readiness initiatives. Partner closely with Sales, Relationship Management, Product, Operations, Technology, Compliance, and Client Service teams to support new business growth and successful client outcomes. Establish and monitor operational performance metrics, implementation quality standards, conversion success measures, and client satisfaction indicators to drive continuous improvement. Develop organizational capabilities by coaching and mentoring associates while fostering a culture of accountability, engagement, and continuous learning. Champion change management efforts associated with new products, regulatory requirements, operational enhancements, and business transformation initiatives.

What You Will Need: Bachelor's degree or equivalent combination of education and experience. Leadership experience within retirement services, client onboarding, implementation management, conversion operations, business process services, or client-facing operational environments. Experience managing complex client implementations, conversions, escalations, operational risks, and cross-functional business initiatives. Proven ability to use performance metrics, operational analytics, and client insights to drive business results and continuous improvement. Experience leading organizational change, process transformation, and service delivery excellence initiatives. Proficiency with Microsoft Office applications, project management tools, reporting platforms, and business management systems. Added Bonus If You HaveDeep knowledge of retirement plan administration, defined contribution recordkeeping, plan conversions, and participant onboarding processes. Experience supporting corporate, advisor, institutional, or enterprise retirement clients through implementation and conversion activities. Knowledge of retirement industry regulations, governance requirements, and operational controls. Experience leading geographically dispersed, hybrid, or global teams. Experience driving automation, digital transformation, or operational modernization initiatives. Knowledge of retirement technology platforms, recordkeeping systems, and conversion methodologies.

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