Job Openings 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

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Role Description

• Assists leadership team to deliver the service culture required to achieve organisational outcomes.   
• Assists with the  day-to-day management of the team including resource planning and work allocation to meet agreed service levels.   
• Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.   
• Assists with people management processes such as performance improvement plans.  
• Performs quality reviews in line with established framework 
• Works with individual team members to provide feedback and coaching on work items 
• First point of escalation for feedback/escalations and assistance in the team 
• Undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the team. 
• Have strong attention to detail – enabling you to understand the customers enquiry, seek clarification and provide an appropriate, complete and qualitative response every time  
• Have good organisation skills with ability to work under pressure, prioritise and escalate when needed  
• You are naturally curious and have an optimistic attitude with an ability to adapt to change, which enables you to demonstrate your sound problem solving and analytical skills  
• You enjoy collaborating with different business units and thinking outside the box to achieve positive client outcomes, as well as working independently   
• You can work to KPIs, ensuring quality performance metrics are always adhered to  
• Ability to work a full time (40-hour week) between the hours of 8am and 7pm, Monday to Friday (including state public holidays), with scheduled working hours and breaks  
• You have previous experience in a fast-paced Client Service Centre or an environment providing a high level of service  
• Ability to project a warm and friendly image and a consistently positive demeanour when dealing with a diverse client base and sometimes challenging personalities  
• Excellent communication skills (written and verbal, including telephone manner)  
• Ability to quickly develop a detailed knowledge of the investments and procedures specific to your role   
• Experience within the finance industry (RG146/tertiary education is desirable) 

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Role Description

As a Project Manager you will be responsible for the end to end management of projects to contracted time, quality, and budget requirements. This will involve leadership of a distributed project team in multiple locations, and the proactive identification, management and resolution of risks and issues throughout the full project lifecycle.

The role requires a background in technology or management consulting with experienced in leading large projects within the financial services industry.

As a Project Manager at FNZ you may be involved in the delivery of a single large scale project or multiple smaller projects.  This is a very client facing role and requires the ability to build strong relationships with customers, often at a senior level.

Organisational Design

The role operates within the Project Delivery team with a reporting line to a SA PMO or account director associated to the aligned client.

Specific Role Responsibilities

Delivery Management

• Manage the delivery of the project through the full project lifecycle, from initiation through to implementation.
• Ensure the project delivers in-line with the FNZ Software Delivery Lifecycle (SDLC) and associated quality gates. Tracking that these are actively followed and managed on each project.
• Create and maintain an end to end project plan that delivers the agreed scope of the project to time, budget and quality criteria.
• Ensure the FNZ Solution Centre understands all build scope through approved designs and specifications in accordance with the SDLC, collaborate with them to create a build and test plan that delivers against project milestones. 
• Be actively involved in the delivery of each project by coordinating the day to day running of the project to ensure it achieves its expected milestones.
• Have strong relationships and take accountability for working with all FNZ Directorates/areas to agree scope, timelines and artefacts in order to ensure delivery of the project in line with overall agreed plan.
• Take accountability for the overall estimating process for a  project, and work collaboratively with the Lead Solution Consultant, Delivery Manager, and the Test Manager to estimate the work effort required to deliver the project scope within the agreed timescales and budgets.
• Maintain accurate project status and project financial reporting for the entire project team.
• Provide timely, precise, accurate and comprehensive project MI both internally and externally to FNZ customers.
• Understand the FNZ products and technology so you are able to identify and manage risks, issues, assumptions and dependencies through the full project lifecycle.
• Build mitigation plans for all risks and issues, and take ownership for ensuring these mitigation plans are executed, or escalated
• as is appropriate.
• Understand the commercial environment FNZ operates within and be able to identify any changes which might impact FNZ commercially in advance to the Account Director.
• Have strong relationships with 3rd party suppliers and ensure they are engaged appropriately and contracts are in place and managed to ensure the required outcomes for FNZ.
• Manage all operational readiness activities associated to the project, as required, ensuring that the appropriate training and handovers take place ahead of go-live.
• Undertake post implementation reviews and ensure that lessons learned are captured and shared with the rest of the PM community.

Team Leadership

• Lead, manage and motivate a virtual team in multiple geographic locations, communicating project progress, and ensuring all team members take accountability for delivery.
• Motivate, mentor and encourage project team members to utilise themselves to their full potential and take accountability for their assigned work.
• Create a culture of continuous improvement on the project, support process improvement initiatives, and identify new process improvements.
• Swiftly resolve any conflicts within the project team and/or related stakeholders both within and out with FNZ.
• Be an active member of the PM community within FNZ, contributing to team sessions, supporting other Junior PMs and sharing best practice and lessons learned.
• Knowledge of the regulatory environment in which FNZ operates, be responsible for managing the impact of all regulatory changes and ensure future change is built into project plans so FNZ clients have a compliant platform.

Experience required

Required Industry Knowledge

• Financial Services experience preferably investment/wealth/life and/or pensions products and the markets in which FNZ and our customers operate in.
• An understanding of the regulatory environment FNZ operate within.
• Managing 3rd party suppliers.
• Significant experience in leading the delivery of business critical projects, preferably Software implementations within Financial Services.
• Experience of managing stakeholders to executive levels.

Required Knowledge and Skills

• First class degree, masters, MBA or equivalent experience
• Confident, and able to take initiative given client and delivery focused environment;
• Independent, self-directing and delivery focused working style;
• Commercially aware;
• Excellent organisational, administration and time management skills;
• Good team communication skills, confident in dealing with internal and external clients;
• Highly developed written and oral communication skills;