Analyst Senior, Managed Service

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Job Description

Location: Jacksonville, FL
Work Model: Hybrid (three days in-office, two days virtual)

At FIS

FIS is a global leader in financial technology, helping businesses, financial institutions, and communities navigate an evolving world through innovative solutions. Join a collaborative team where your expertise, ideas, and passion for continuous improvement can help shape the future of fintech while advancing your own career.

About the Role

As an Analyst Senior, Managed Service, you will lead the development and growth of outsourced business processes that support client and business objectives. You will drive operational excellence through process analysis, service improvements, and cross-functional collaboration while serving as a trusted partner to clients and internal stakeholders. This role combines operational leadership, client relationship management, and process improvement. You will work independently to resolve complex issues, implement enhancements, and support managed service delivery while mentoring team members and contributing to broader departmental goals.

What You Will Be Doing

• Lead the development and growth of outsourced business processes to ensure effective service delivery and operational support.
• Analyze existing operational processes and procedures to identify opportunities for improvement and increased efficiency.
• Recommend and implement process enhancements that align with departmental goals and performance objectives.
• Design and support systems and workflows that streamline and optimize outsourced business processes.
• Partner with Sales, Operations, Information Technology, and other business units to align services with client requirements and business strategies.
• Assist with onboarding new clients and support the successful implementation of managed services.
• Build and maintain strong client relationships, serving as a primary point of contact for service-related questions, issues, and escalations.
• Identify opportunities to improve service quality, operational efficiency, and client satisfaction.
• Collaborate with cross-functional teams to develop and implement process and service enhancements.
• Monitor compliance with contractual obligations and coordinate with Legal and Contract Management teams to address exceptions or concerns.
• Resolve complex operational issues using sound judgment, analytical thinking, and problem-solving skills.
• Provide coaching, guidance, and training to less experienced team members.
• Support departmental initiatives and contribute to the achievement of broader business objectives.

What You Bring

Required Qualifications

• Bachelor's degree or equivalent combination of education, training, and experience.
• Experience supporting managed services, outsourced business processes, operations, client services, or a related field.
• Strong analytical and problem-solving skills with the ability to evaluate complex situations and recommend solutions.
• Experience identifying and implementing process improvements that enhance operational performance.
• Ability to work independently while managing multiple priorities and deadlines.
• Strong verbal and written communication skills with the ability to interact effectively with clients and internal stakeholders.
• Experience collaborating with cross-functional teams to achieve business objectives.
• Ability to build and maintain strong client relationships.
• Demonstrated ability to coach, mentor, and support the development of others.

Preferred Qualifications

• Experience in a managed services environment.
• Experience supporting client onboarding, implementation, or service transition activities.
• Knowledge of contract compliance, service delivery management, or operational governance processes.
• Experience working with Sales, Technology, Legal, or Contract Management teams.
• Familiarity with process improvement methodologies and operational best practices.

Added Bonus If You Have

• Strong customer service mindset with a focus on delivering positive client outcomes.
• Ability to identify opportunities for innovation and operational efficiency.
• Experience influencing stakeholders and driving change across multiple functions.
• Strong organizational and project coordination skills.

What We Offer

• Opportunities to work on meaningful initiatives that impact clients and business performance.
• A collaborative and inclusive work environment that values diverse perspectives.
• Professional development resources, learning opportunities, and career growth.
• Exposure to cross-functional teams and industry-leading financial technology solutions.

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 FIS Online Privacy Notice.

Equal Employment Opportunity

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected characteristic.

Sourcing Model

Recruitment at FIS primarily follows a direct sourcing model. We work with selected recruitment partners only through established agreements and do not accept unsolicited resumes from agencies that do not have a signed agreement with FIS.

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.

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