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.

  • 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
Key Responsibilities

The Service Delivery Manager will be responsible for:

  • Client Satisfaction
  • Prioritization and delivery of Client service delivery outcomes
  • Client Profit and Loss
  • Client Sales, Contracts, and Commercials
  • Being the Client and End Customer Champion at FNZ
Customer Implementation & Enhancement Projects

The Service Delivery Manager will drive post-implementation oversight improvements to ensure quality delivery of Service, and will be responsible for:

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

The Service Delivery Manager will work with the Service Delivery Managers to create and develop high-level relationships with existing and potential customers, and will be responsible for:

  • 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

Formal feedback will be provided through:

  • Quarterly business review process
  • Annual performance review

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