Client Services Analyst Lead (Japanese Speaking) at Fidelity… · Tokyo

Client Services Analyst Lead (Japanese Speaking) Location: JPN TOKY 1-3-1 FLR12 BldgJA As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS? About the role: This role is responsible for managing the service side of the client relationship, acting as a key point of contact for service delivery, escalations, and ongoing client engagement. The position oversees client projects and implementations, executes account plan activities, builds strong relationships with client stakeholders, and manages the client loyalty and satisfaction process to ensure a high‑quality client experience. What you will be doing: Develop and maintain strong working relationships with assigned clients and internal teams to ensure effective service delivery. Manage and communicate client expectations clearly and proactively, both internally and externally. Own the service component of the client relationship, ensuring contractual service commitments are consistently met. Conduct regular service value reviews and scheduled client status calls to review key service topics, active projects, and available service offerings. Act as an escalation point between clients and internal support or request desk teams to resolve service issues effectively. Monitor monthly service level and availability reports to identify trends or potential service level agreement (SLA) misses and engage relevant product or service teams where required. Manage contractual service level penalties where applicable, including calculating and processing service credits, coordinating with billing teams, and communicating credit timelines to clients. Identify opportunities to expand the client relationship through additional products, services, or resources, and refer these opportunities to the Managing Director or Relationship Manager as appropriate. Participate in client business reviews to understand clients’ strategic direction and how products or services support their objectives. Support the client loyalty process by encouraging client participation in surveys, leading follow‑up discussions, and developing action plans to address feedback and improve satisfaction. Perform other related duties as required to support service excellence and client retention. What You Need: Minimum high school diploma required. Minimum 5 years of experience providing product or client support, preferably within financial software, fintech, or financial services environments. Demonstrated experience supporting enterprise or institutional clients in a client‑facing service role. Effectively bilingual in Japanese (JLPT N1) and business English Strong business‑level proficiency for professional communication with clients and internal stakeholders Strong verbal and written communication skills, with the ability to communicate clearly, concisely, and professionally. Solid working knowledge of financial systems, products, and client service operations; familiarity with FIS systems is an advantage. Ability to understand and apply concepts, manage multiple priorities, and handle projects aligned with role expectations. Strong analytical and problem‑solving skills, with the ability to identify issues and apply appropriate tools and solutions. Effective stakeholder management, negotiation, and documentation skills. A collaborative team player with the ability to build and maintain strong working relationships with internal teams and external clients. High degree of flexibility, versatility, and dependability in a fast‑paced, client‑focused environment. What we offer you: At FIS, you can learn, grow and make an impact in your career. Our benefits include: Flexible and creative work environment Diverse and collaborative atmosphere Professional and personal development resources Opportunities to volunteer and support charities Competitive salary and benefits #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