Client Director at FNZ Group

Role Description

• The primary responsibility of the Client Director is to successfully manage the relationship between the client and FNZ, and in so doing maximise the long term financial position between these. In addition, they are accountable for the management of FNZ’s delivery to Customers.
• The role is responsible for the overall satisfaction of the customer through 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).

Ensuring FNZ’s platform services are successfully provided to Customers requires:

• 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.

Specific Role Responsibilities

Customer Satisfaction

• 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, Regional CEO and Group COO).

Delivery Management

• Take accountability, and be actively involved, in the end-to-end delivery of each client change programme. Work closely with the Project Management team to ensure each programme is delivered successfully, on-time and to the required quality level.
• Ensure there is effective management of technology and business change programmes in accordance with FNZ’s SDLC;
• Deliver technology and business change programmes in accordance with contractually agreed milestones, budgeted costs and FNZ’s Group quality standards;

Platform Services 

• 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 

• 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 

• 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/or 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

Successful candidates are likely to have the following skills and experience:

• Extensive 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.