Investment Operations Team Manager at FNZ Group

Role Description

The Team Manager is required to manage an operations team within one of the designated Investment Operations Functional Areas and is responsible for the day-to-day service of their team to Retail Clients on behalf of FNZ.

This means the following key requirements,

• The role holder will be responsible for all aspects of day-to-day management, regulatory, and financial risk relevant to their team and, for all processes that fall within their team’s remit.
• The role holder will support all aspects of change within their functional area ensuring that their team actively participates as and where required in the change process from delivery through to implementation so that change is delivered effectively, and, in accordance with FNZ Compliance standards.
• The role holder will be responsible for service delivery to our corporate clients from their team, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

Specific Role Responsibilities

Strategy & Leadership

• Inspire, develop and lead a team to deliver consistent levels of excellent services with the customer at the centre of everything we do.
• Manage the development of the team’s purpose and ensure the it provides best in class operational services to clients and internal partners.
• Produce and utilise management information to measure the performance of your team.  Understand their contribution towards the KPI’s / SLA and business outcomes.
• Support, challenge and contribute to the development of short, medium, and long-term strategies (including action plans and targets) for the team.
• Support and contribute to the delivery of technology solutions that meet the objectives of the business but allows the firm to be scalable, productive, meet service delivery standards and is compliant for future changes, upgrades, and enhancements.
• Implement the management strategy, culture, services, and methodology to adjust to changing regulations and expectations, ensuring the team are fully motivated and have clear career paths and direction.
• Support operational relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results and protection for clients and the business.
• Participate as an internal stakeholder and positively support the relationships globally to create a positive, collaborative, and engaged relationship.
• Engage with external stakeholders in relation to their team’s issues, service standards, change and risk including clients, custodians, consultants, potential clients, third parties, regulators, and non-executive directors.

Process

• Ensure team’s resilience within the first line of defence; and deliver reporting to the relevant Manager and Head of, to evidence standards achieved.
• Manage and support the error management process, including management of major errors, escalation, analysis, and reporting.
• Manage and support the delivery of KPI / KRI’s in relation to customer contractual terms, taking action to prevent failure, through control and oversight of the activities completed by the functional area under the role holders’ remit; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
• Support, contribute to, and challenge the delivery of the Operational Transformation Programme (or any other continuous improvement programme), ensuring delivering and milestone completion for the team.
• Oversee the management of the functional area’s risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on prevention; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
• Provide appropriate engagement for Audits, Client visits or any material meetings or engagement’s, where the Team Manager is required to represent FNZ.
• Oversee implementation and maintenance of operational controls, within the team, to reduce errors and mitigate potential for fraud; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
• Ensure there are effective controls, within the team, for handling client assets and client money; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
• Ensure compliance with legislation and regulation in relation to the team; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence compliance.

People 

• Manage development of the team through, development / training plans, skill base management, feedback, and coaching.
• Support and lead the management team, for the functional area, to ensure exceptional delivery, through accurate, timely and controlled service to both internal and external clients.
• Manage the performance of all direct reports, addressing (alongside HR) performance issues in a timely manner to ensure that we minimise that there is no client or operational impact.
• Encourage a culture of collaboration, supportive challenge and discussion through openness and ethical decision making.
• Ensure compliance with all mandatory training is completed in a timely fashion.
• Implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.

Governance

• Provide relevant and timely reporting to Risk and Compliance teams as required.
• Actively participate in all team governance meetings, to ensure effective outcome and escalations.
• Actively participate in governance meetings to ensure that FNZ is driving the right behaviours, to mitigate risk to the business.
• Actively participate in corporate service meetings to ensure that FNZ is driving the right client engagement and behaviours, as outlined in the SDD and TOM, to deliver first class service to our clients.
• Actively participate in change meetings or release boards to ensure that appropriate understanding, actions, testing and readiness to deliver and implement change.
• Support the functional area in driving the right client engagement and behaviours, as outlined in the SDD and TOM, to deliver first class service to our clients.

Experience required

Required Knowledge & Skills

• A degree, or equivalent, in a finance, business or numerate discipline.
• Significant operations experience within the Wealth Management / Platform industry.
• Good proposition knowledge of platform industry, from Retail Client to Asset Servicing delivery.
• Previous experience in an operations management role.
• Extensive industry / FNZ knowledge of the teams function and awareness of developments in this area
• Experience in client services.
• Extensive technical operational knowledge relative to the team under role holders’ remit,
• Change management experience,
• Strong understand of risk/compliance policies and processes for a financial service business