Service Delivery Manager

4 weeks ago

Edinburgh, Edinburgh, United Kingdom FNZ Full time
About FNZ

FNZ is a leading global FinTech firm, revolutionizing the way financial institutions serve their wealth management customers. We partner with banks, insurers, and asset managers to help consumers achieve their long-term financial goals. Our platform has enabled our institutional clients to improve transparency, choice, and reduce costs for consumers of wealth management products across all segments.

Today, FNZ is responsible for over £330 billion in assets under administration, serving around 5 million customers of some of the world's largest financial institutions. We have a strong presence in the UK, Europe, Australia, New Zealand, and South-East Asia, with over 1,400 employees across these regions.

Role Overview

The Service Delivery Manager plays a critical role in ensuring the delivery of exceptional service to our UK TA Clients. This involves promoting a culture of excellence, ensuring client expectations are met, and driving operational knowledge and commercial oversight.

Key Responsibilities
  • Adhere to agreed SLAs and KPIs
  • Client Service and KPI reporting
  • Gateway management
  • Main escalation point
  • Operational knowledge
  • Client Governance – attendance at key forums
  • Commercial Oversight – understanding of milestones
  • Expectation Management – setting realistic expectations with clients
Requirements
  • 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 and quick response to requests
  • Ability to work in a high-pressure environment
Performance Assessment

Performance will be assessed based on:

  • Achievement of monthly, quarterly, and annual financial targets
  • 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

Formal feedback will be provided through:

  • Quarterly business review process
  • Annual performance review

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