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Service Delivery Manager

2 weeks ago

Sydney, Australia FNZ Group Full time

As the Service Delivery Manager, you will be reporting to the Client Director. 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 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.
- Minimum 5 years' experience within the Financial Services Industry.

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 high-pressure 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 Australian Wealth and Superannuation industry and key operating processes
- 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.

**Why should you join us?**
- A hybrid 3+2 model combining working from the office and from home.
- A competitive salary and excellent benefits, including full comprehensive health insurance, annual leave, sick days, parental leave and more.
- 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.
- We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

For more information, please reach out to us

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.