Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage client relationships and oversee delivery of platform services. You will be accountable for customer satisfaction, revenue outcomes, change-programme delivery, account plans, risk reporting, audits, and regulatory obligations. You will work with project, delivery, service delivery, and solution consulting colleagues to deliver services and strategic growth for customers.
Requirements
- Extensive experience in customer delivery for services, projects, or both
- Experience delivering revenue targets and growing customer account value
- Experience managing executive-level stakeholders
- Strong team communication skills
- Strategic thinking and creative problem-solving skills
- Experience implementing continuous improvement in teams
- People leadership experience with multi-disciplined teams
- Experience managing multiple projects across national and international locations
- Experience managing delivery in a commercial environment
- Excellent written and oral communication skills
- Ability to manage stakeholders at executive level
Responsibilities
- Manage FNZ’s interfaces and interactions with customers
- Achieve quantitative and qualitative customer satisfaction standards
- Lead end-to-end delivery of client change programmes
- Ensure technology and business change programmes follow FNZ’s SDLC, contractual milestones, budgets, and quality standards
- Ensure investment administration, custody, and technology support services meet contractual standards
- Deliver budgeted implementation, enhancement, asset servicing, and FUM revenue
- Develop and maintain implementation, enhancement, and migration pipelines
- Maintain account management plans to maximize revenue, margins, and FUM
- Support customers’ strategic development and growth plans
- Provide accurate regulatory and risk reporting
- Facilitate customer audits and close audit findings
- Ensure customer-related risk events and breaches are resolved within contractual or regulatory timeframes