Team Leader

What you will be doing

• Manages the processing environment to protect production systems critical to the success of the business.

• Delivers an operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets.

• Develops and recommends tactical and strategic plans for processing operations.

• Selects, trains, develops and leads an efficient and effective processing team.

• Identifies and recommends cost-saving and continuous improvement initiatives within the processing area.

• Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements.

• Develops and implements team standards and procedures that support departmental standards and procedures.

• Develops and executes project plans, budgets and schedules for documentation of work and results.

• Develops, manages and forecasts the budgets for the relevant cost centers.

• Other related duties assigned as needed.

What you Bring

• Knowledge of all processing phases

• Knowledge of processing administration and processing activities and controls

• Knowledge of FIS products and systems

• Proficiency in client communication and escalation management

• Knowledge of project management methods and techniques

• Proficiency to effectively supervise, lead and manage staff members

• 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 problem solving, team and time management skills managing multiple deadlines for self and others

• Proficiency in evaluating the performance capabilities of subordinates as well as counsel subordinates in development and/or corrective discipline

• Proficiency in making projections of future expenses based on analysis of cost effectiveness of past expenditures

• Proficiency to operate independently. Bachelors degree or the equivalent combination of education, training, or work experience.

Added bonus if you have:

• 1-year of customer service experience
• 1-year experience working in a high-volume call center
• Excellent customer service skills that build high levels of customer satisfaction