Service Delivery Manager

Edinburgh, Scotland, United Kingdom

11/25/2024

Location: Edinburgh

Working Pattern: Hybrid

Contract: Permanent

Role Description

The Service Delivery Manager has primary responsibility for the overall service delivery and relationship with key named client(s) on a day to day basis. The Service Delivery Manager promotes a service of excellence 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 Investment Operations and the Head of Service and Support, 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 Head of Service Delivery.

The Role Has The Following Key Areas Of Responsibility:

• Adherence to the agreed SLA’s and KPI’s
• Client Service and KPI reporting
• Oversight and control of defect management
• Gateway management
• Main escalation point
• Operational knowledge
• Client Governance – attendance at all key forums
• Commercial Oversight – understanding of milestones
• Expectation Management – setting realistic expectations with clients
• Secondary cover for other Service Delivery Managers
  
  

Experience Required

• Degree educated 2:1 or equivalent
• Experience in a similar role within financial technology, investment operations or asset management
• Strong understanding of the platform, infrastructure, operational processes and support functions.
• Accessible at all times to ensure timely resolution of queries, quick response to requests, and escalation of priority items
• Ability to work in a high pressure environment
  
  

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 consumers better achieve their financial goals. The business has grown rapidly in recent years, as its institutional customers have used FNZ’s platform to improve transparency, choice and drive down long-term costs for consumers of wealth management products across all segments: from mass-market workplace pensions to mass-affluent and high-net-worth clients.

Today, FNZ is responsible for over £330 billion in assets under administration (AuA) held by around 5 million customers of some of the world’s largest financial institutions, including Standard Aberdeen, Santander, Lloyds Bank, Vanguard, Generali, Barclays, Quilter, UOB, Aviva, Zurich, UBS, BNZ, Findex and FNZC. In total, FNZ partners with over 60 financial institutions across the UK, Europe, Australia, New Zealand and South-East Asia. The company has over 1,400 employees in the UK, Czech Republic, Shanghai, Singapore, Australia and New Zealand.

Specific Role Responsibilities

Strategy

• Client Satisfaction,
• Prioritisation and delivery of Client service delivery outcomes,
• Client Profit and Loss,
• Client Sales, Contracts and Commercials,
• Cashflow generation, and
• Being the Client and End Customer Champion at FNZ.
  
  

Customer implementation & enhancement projects

• Ownership of all existing customer relationships covering Delivery of Service.
• Drive post implementation oversight improvements to ensure quality delivery of Service
  
  

Account management

• Work with the Service Delivery Managers to create and develop high level relationships (ideally at C level) within existing and potential customers.
• Delivery of world class client relationships to ensure successful operating and strategic multi‐layered relationships with customers.
• Manage growth of UK business via existing FNZ customers.
• Use available information and insight to drive proposition development, sales and growth in conjunction with our existing customer Strategic Account Plans.
  
  

Performance Assessment

Performance Will Be Assessed In Line With:

• Achievement of monthly, quarterly and annual financial targets set via budget
• Achievement of “road to value” objectives
• Quantitative customer KPIs
• Qualitative customer feedback provided via quarterly customer meetings
• Qualitative feedback from direct reports via 360 review process and group‐wide staff surveys
  
  

Formal Feedback Will Be Provided Through:

• Quarterly business review process
• Annual performance review
  
  

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.