technology services SupervisorFIS

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Computer Science
Travel Percentage : 0%
Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
What you will do:
Manages an assigned team of personnel which includes understanding skill types and proficiencies, planning, coaching, recruitment, selection, career and performance development and mentoring.
Monitors staff performance, works with employees to implement goals and document progress.
Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
Manages staff to ensure all duties are performed in an accurate and timely manner.
Plans and maintains efficient operations by designing, implementing and evaluating level one operations process.
Develops, implements and monitors policies and procedures.
Monitors and analyzes telephone statistics and forecasts adjusting schedules to match call volumes.
Implements production, productivity, quality and customer service standards.
Identifies and resolves problems, completes audits, determines system improvements and implements changes and resolves escalations.
Works with project managers, account managers and relationship managers on implementing support enhancements and resolving client escalations.
Develops an overall strategy to meet departmental/business unit goals and objectives.
Negotiates solutions and resolves conflicts that have been escalated from a supervisor or manager.
Assists in the projection of future operational requirements based upon current operations, projected growth and strategic direction.
Collaborates with other client support managers to drive consistent process and productivity improvements.
Leads the development of client support programs and process improvements that enhance the level of external customer service.
Monitors and reports daily, monthly and yearly key performance indicators.
Assists in the management of technology tools and reports that support operational requirements and efficiencies for department.
Other related duties assigned as needed.
What you will bring:
Must have skills/tools/experience - People Management / Service Desk Management / ServiceNow / Knowledge Base
Nice to have skills/tools/experience - Workforce Management / Service Transition / ITIL / Banking support
At least 5 years of IT related experience
Preference are those willing to be assigned in Cebu Office but can also consider applicants in Metro Manila
Must be willing with Shifting schedule though most of the time, it's on a US Shift (night shift); Can possibly have weekend/holiday schedule to support 24x7 operations
Knowledge of mainframe technology, open systems hardware/software, Wide Area Network and infrastructure design
Knowledge of management reporting, operational procedures and management information systems
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
Excellent decision-making, problem-solving, team-building, organization, negotiation, conflict management and time management skills
Strong coaching and mentoring skills
Ability to negotiate effectively and deal with highly complex, confidential and sensitive information
Ability to work closely with executive management to provide essential information, make recommendations and affect change
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Proven project management skills
What we offer:
A competitive salary and benefits
Great workspaces with dedicated and motivated colleagues
A variety of career development tools, resources & opportunities
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 .
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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FIS

Cebu City, Cebu
Permanent
Full-time