What you get to do in this role

• Use your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), Keeping customers informed (KCI) by diving the reduction of backlog and increasing efficiency.
• Manage a mature team , including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and uphold Change Management processes as they relate to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

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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.
 
About the role: 

As a Senior Consultant, Risk and Balance Sheet Management, you’ll contribute to a critical component of our success. As part of the delivery team you will work closely with clients and internal teams to deliver innovative, new solutions that meet their needs and help advance the way the world pays, banks and invests.  This role will ideally be Sydney based.
 
As a Senior Consultant, Risk and Balance Sheet Management, you will be working with major banking, insurance and finance clients providing technical guidance concerning business implications of applications and technology platforms. You will also:

• Play a pivotal role in implementing FIS Balance Sheet Manager (BSM) Solution and its various modules including Asset and Liability Management (ALM), Funds Transfer Pricing (FTP), Liquidity Risk Management (LRM), Market Risk and ECL/IFRS9

• Perform client requirements gathering workshops, put together statements of work (SoWs) and project plans, perform data mapping /requirements workshops, perform production configuration as per client requirements, build custom reports, guide and assist clients in performing data validation and reconciliation testing, system integration testing and UAT

• Deliver training and presentations and create bespoke custom documentation to suit the client’s needs

• Assist pre-sales in preparing and delivering product presentations and demos to prospective clients

• Manage multiple concurrent projects

• Assist with training other team members

• Research client needs, analysing trends and best practices and creating detailed program specifications  

• Devise procedures to achieve greater efficiencies and solve complex technical problems.  

What you will need:   

• 6 plus years’ experience working in a financial institution or software solution/consulting vendor in the domain of Risk/Balance Sheet management

• Excellent knowledge of risk management and financial instruments along with understanding of Asset and Liability management, Liquidity Risk Management, Funds Transfer Pricing, Market Risk and Expected Credit Loss/IFRS9

• Proficiency with SQL scripting, Microsoft SQL Server Database and Analysis Services

• Analytical approach to problem solving

• Sound report building skills using Excel and pivot tables

• Advanced knowledge of multiple end-to-end systems as well as application development. 

• Good communication and presentation skills

• Bachelor’s degree in Finance, Computer Science or equivalent

What we offer you:

• Competitive salary
• Attractive benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team

#LI-OY1

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.

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.

#pridepass

We’re looking for a Strategic Product Consultant to support the specialisation of our Financial Management product category. In this role, you’ll leverage your consultative mindset, knowledge of the construction industry and Procore’s software platform to provide our customers with best practices for adopting and utilising the Procore platform. You’ll partner with Implementation and Customer Success Managers to supplement customer training with industry technical knowledge of cloud-based software and Procore platform expertise. In addition, you will also collaborate with industry stakeholders to identify issues and industry needs while working with the Product and Marketing departments to innovate upon our software offering, improve customer utilisation, and communicate enhancements to the industry. Successful candidates are curious and passionate technology enthusiasts and promoters of modernising the construction industry through technological advancement.

This position reports to the Senior Manager, Strategic Product Consultants, APAC and is based in our Sydney office or works remotely from an Australian location. This is not an independent contractor position. We’re looking for someone to join us immediately.

What you’ll do:

• Work with Implementation Managers to develop customers into Procore experts and evangelists through training and consultation.
• Conduct group training webinars and in-person sessions to educate customers on Procore tools.
• Leverage knowledge of the construction industry to improve customer business processes in Procore and across the customer’s entire organisation.
• Leverage knowledge of the Procore platform to consult and create solutions that meet customer requirements.
• Provide the highest level of service and education to Procore’s customers through clear and effective communication.
• Foster a positive team culture by onboarding, training, and mentoring team members.
• Collaborate with all levels of the Procore organisation to develop best practices and drive Procore’s evolution as a market leader.
• Leverage industry knowledge and collaborate with industry stakeholders to identify local needs within the Procore Platform while working with Product and Marketing to innovate upon our offering, communicate enhancements and improve customer utilisation.
• Develop a mastery of Procore’s product offerings, business model, services, emerging technologies, and Customer Success best practices.
• Up to 30% travel to customer sites (may include domestic and international), industry events, and other Procore offices.

What we’re looking for: 

• Construction industry professionals with a curious mindset who are passionate about driving industry change through technology. 
• Construction industry professionals with 5+ years of experience looking to transition into a fast-paced software training and advisory role.
• Previous experience as Contracts Administrator, Project Engineer, Assistant Project Manager, Project Manager or similar with direct industry experience. 
• Experience with procurement, schedule/program, and construction financials incl. managing contracts, budget, retention, progress claims and variations. 
• Experience with take-offs, estimates/proposals, tender/bid management and tender/bid levelling, and buyout and contract negotiations.
• Experience with contracts (lump/stipulated sum, cost plus, and guaranteed maximum price - GMP, Design and Construct - D&C), variations, and invoicing with architects, engineers, head contractors, subcontractors, and/or vendors.
• Experience establishing SOPs preferred
• Training or software support preferred
• Experience using Procore preferred