FNZ

  • Client Director

    Job Locations UK-London
    ID
    2018-2927
    # of Openings
    1
    Department
    Client Engagement
    Position Type
    Permanent Full-Time
  • Role Description

     

    The Client Director has primary responsibility for the management of FNZ’s delivery to Customers. They are responsible for the overall satisfaction of the customer, for supporting the growth and development of the customer platforms, and maximising the financial outcomes delivered by the customer platform (both in enhancement fees and service revenues).

    This means ensuring FNZ’s platform services are successfully provided to Customers by:

    • Ensuring the quality of FNZ’s delivery to customers is of a consistently high standard (project and service delivery).
    • Be responsible for delivering the revenue target for existing customers (both enhancement fee and service revenue).
    • Delivering technology and business change programmes in accordance with contractually agreed milestones, budgeted costs and FNZ’s Group quality standards;
    • The product/investment administration and custody service is delivered to Customers, as a minimum, in accordance with the contractually agreed service standards;
    • The technology support service being delivered, as a minimum, in accordance with the contractually agreed service standards and FNZ’s Group quality standards;
    • Supporting and help shape Customers strategic development and growth objectives.

    Responsibilities

    • Accountable for all FNZ’s interfaces & interactions with Customers;
    • Accountable for and achieves quantitative customer satisfaction standards in accordance with FNZ Group objectives;
    • Accountable for and achieves qualitative satisfaction standards via the feedback of Customers senior management to FNZ senior management (Group CEO, UK CEO and Group COO).

    Platform Services Outcomes (quantitatively measured through annual project and service delivery KPIs).

    • Accountable for ensuring the proper management of technology and business change programmes as they relate to the interaction with Customers in accordance with FNZ’s SDLC;
    • Accountable for delivering technology and business change programmes in accordance with contractually agreed milestones, budgeted costs and FNZ’s Group quality standards;
    • Accountable for ensuring the product/investment administration and custody service is delivered to Customers, as a minimum, in accordance with the contractually agreed service standards;
    • Accountable for ensuring the technology support service being delivered, as a minimum, in accordance with the contractually agreed service standards and FNZ’s Group quality standards. Financial Outcomes (quantitatively measured through performance against financial targets).
    •  
    • Accountable for achievement, on a quarter by quarter basis, of budgeted revenue for all Implementation and Enhancement fees related to Customers
    • Accountable for achievement, on a quarter by quarter basis, of budgeted levels of FUM and Asset Servicing Fees revenue for Customers
    • Accountable for the development and maintenance of an Implementation and Enhancement Fee pipeline for Customers. Strategic Outcomes (quantitatively measured through forecast against 3 year financial plan).
    •  
    • Accountable for the on-going development and maintenance of an account management plan to ensure future FNZ revenues, margins and FUM from Customers are maximised;
    • Accountable for the achievement of budgeted levels of Committed FUM for Customers;
    • Accountable for the development and creation of a Committed FUM pipeline from migrations;
    • Responsible for supporting and help shape the Customers strategic development and growth plans. Risk & Compliance Outcomes
    •  
    • Responsible for ensuring Customers receive regular, accurate and appropriate reporting assuring them of FNZ’s compliance with our regulatory obligations and to enable Customers to fulfil their regulatory obligations;
    • Accountable for the successful facilitation and management of audits & reviews of FNZ carried out by Customers or their 3rd parties including the successful closure of any findings from those audits or reviews related to FNZ
    • Accountable for ensuring that Risk Events and CASS Breaches related to Customers are actioned and closed within any contractual or regulatory timeframes;
    • Accountable for providing regular, accurate and appropriate reporting on any risks relevant to the successful delivery of the platform services to ensure the achievement of Customers & FNZ’s regulatory obligations;
    • Accountable for providing regular, accurate and appropriate internal reporting on any risks relevant to the successful delivery of the platform services to ensure the achievement of FNZ’s financial outcomes

     

    Experience Required

    • 10+ years of experience in role with responsibility for customer delivery (service or project or both) with the ability to demonstrate consistent achievement of positive customer outcomes.
    • Experience of delivering to revenue targets, and growing the value of customer accounts.
    • Experience of managing stakeholders at Executive level.
    • Outstanding team communication skills, confident in dealing with internal and external clients
    • Independent, self-directing and solution focused working style.
    • Ability to think strategically and problem solve creatively. Able to evidence experience of implementing a continuous improvement culture in teams they have led previously.
    • Innovative and forward-looking approach to people management and culture, operations, technology and system development
    • Strong people leadership skills, with the ability to develop, motivate, and manage multi-disciplined teams.
    • Ability to work across teams to build successful working relationships across multiple locations and team disciplines.
    • Ability to effectively manage stakeholders to Executive level.
    • Excellent written and oral communication skills
    • Experience of managing multiple projects across different national and international locations
    • Experience managing delivery in a commercial environment

    About FNZ

    FNZ is a global financial technology and asset servicing provider which powers the wealth management, administration and custodian platforms for some of the world's leading financial institutions. These customers include life insurers, retail and private banks, asset and wealth managers and financial adviser groups based across the UK, Europe, Asia, Australia and New Zealand.

     

    We believe that enhancing client engagement, lowering costs, delivering a seamless service and enabling personal solutions are key to helping people achieve their financial goals. We partner with major financial institutions to enable them to provide wealth management services to their clients across direct, intermediated and workplace channels that reflect these principles.

     

    We develop long-term partnerships with our customers to enable them to get to market quickly with a market-leading digital proposition, transform their customer service offering and grow assets under management across multiple distribution channels.

     

    Our customers include AMP, ANZ, Aviva, AXA Wealth, Bank of New Zealand, Fideuram Vita, HSBC, Mercer, National Australia Bank, HSBC, Santander, Santander Asset Management, Standard Life, UBS and Zurich.  In all we partner with 42 institutional customers worldwide. 

     

    FNZ employs over 1,000 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Shanghai, Hong Kong, Singapore, Sydney, Melbourne and Wellington.

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