Service Delivery Manager

2 weeks ago

Melbourne, Victoria, Australia FNZ Full time
About FNZ

FNZ is a global FinTech firm, transforming the way financial institutions serve their wealth management customers.

We partner with banks, insurers and asset managers to help people achieve their financial goals through our unique combination of technology leadership, innovation and asset servicing.

Our services enable our clients to provide best-in-class wealth management solutions to financial advisers, end-investors and the workplace.

We pride ourselves on creating solutions that are flexible, transparent and scalable, reflecting the latest market, demographic and regulatory trends worldwide.

FNZ has experienced exceptional growth in the past decade, both in terms of assets-under-administration and also through the substantial expansion of our international footprint.


Today, we are responsible for over £700 billion in assets-under-administration, held by around 12 million customers of some of the world's largest financial institutions, including Aviva, Barclays, BNZ, Generali, HSBC, Lloyds Banking Group, National Australia Bank (NAB), Quilter, Santander, UOB, Vanguard, and Zurich.

In total, FNZ partners with over 150 financial institutions across Europe, Asia Pacific, South Africa and North America and we employ around 4,000 people worldwide.

The company is owned by a combination of CDPQ-Generation, the unique sustainable equity partnership and FNZ employee shareholders.

The role

As the Service Delivery Manager, you will be reporting to the Head of Service & Support (Australia).

You will play a key role within this function, and be responsible for providing senior client management support, incorporating service delivery oversight with key clients on a day-to-day basis.

As the Service Delivery Manager, you'll strive for excellence in the service we offer, by ensuring client expectations on key performance indicator reporting, meeting actions and availability are met.


The Service Delivery Manager works closely with the Head of Service and Support, Client Director, and Operational Team Managers, with direct access to the Service Support analysts.

This role has ultimate responsibility for ensuring SLA and KPI's are met and reporting all client issues, problems, and feedback to the Client Director.


The responsibilities will include:

  • Ensure FNZs adherence to the agreed SLA's and KPI's, and maintain customer satisfaction levels remain above the accepted level.
  • Be the Chair for client KPI reporting and attend all key FNZ and client forums.
  • Have oversight and control of Incident and Problem management.
  • Ensure we maintain appropriate internal and client communication channels across the service teams.
  • Maintain an understanding of FNZs commercial structure with the client and milestones.
  • Work with clients to set realistic expectations and timelines.
  • Provide secondary cover for other Service Delivery Manager when required.
  • Is engaging and approachable and has strong communications skills.
  • Has experience working effectively with internal and external stakeholders.
  • Demonstrates an ability to cope with protracted highpressure situations.
  • Leadership experience with the ability to motivate others to deliver their best performance.
  • Shows respect for colleagues, customers and other stakeholders and is respected in return.
  • Owns everything impacting the customer, even when immediate responsibility for execution
is delegated.

  • Have a good understanding of operational process, including but not limited to Corporate Actions, Instrument pricing, Trading & Settlements, Cash and reconciliations.
  • Demonstrates high professional standards and a feeling of personal accountability for FNZs
Performance.

  • Collaborative and support, and enjoys helping create a positive team culture within the immediate team and more broadly within FNZ;
What is in it for you?

  • Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.
  • Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority.
  • We provide significant financial rewards for high performing individuals.
  • Global career opportunities for our best employees at any of our offices in the UK, Canada, Czech Republic, Australia, New Zealand or China.
Applications are due to close on Wednesday 19th April 2023

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