Jobs 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.

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Role Description  

• The Business Development and Client Management role within FNZ is responsible for driving growth, identifying new business opportunities, forging strategic partnerships, and expanding market presence. This role requires a strong understanding of market trends, competitive landscape, and revenue-generating strategies to maximize business potential. The successful candidate will lead the business development team, collaborate with internal stakeholders, and ensure the company achieves its financial and strategic goals.
• Define the overall business development strategy across all market channels of the region or area of responsibility, obtaining regional CEO and board approval. 
• Determine customers' needs and desires by assessing their current proposition, market trends, competitors, micro and macro environment.
• Engage with FNZ customers to actively demonstrate new products and secure commitment to deliver these within upcoming releases.
• Identifying future FNZ roadmap items in line with customer needs and market trends
• Collating, interpreting and sharing market competitor analysis. Using market knowledge to provide guidance to FNZ internally and our customers.
• Increasing FNZ market share by working closely with the FNZ global sales and strategic relationship teams to develop future sales strategies for new and existing customers.
• Lead negotiations and close high-value deals to drive business growth.
• Identify and pursue new client acquisition, merger, acquisition and corporate transactions opportunities.
• Collaborate with the global sales and marketing teams to optimize lead generation and conversion strategies.  

Specific Role Responsibilities   

• Lead new sales process by working with the global sales, product and proposition teams on new opportunities, RFP responses and propositional scoping of new customers.
• Increase FNZ market share by working with the global sales and strategic relationship teams to develop future sales strategies and also to help identify new revenue opportunities.
• Work closely with FNZ’s customers to help them shape their future proposition and their strategic roadmaps.
• Conduct market research to identify key market trends.
• Improve delivery efficiency by getting customers to adopt core solutions already in place that solve their business need.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Provide information for management by preparing short-term and long-term sales forecasts and special reports and analysis, answering questions and requests.
• Grow and manage a team of Account Executives on a daily basis with all aspects of account management, funnel management, business development, and deal closing
• Responsible for revenue and year over year growth to drive sales growth
• Conduct key account profiling, targeting, selling and management
• Develop, train, manage and motivate local teams towards the success of regional sales goals and corporate initiatives
• Report regularly on actions and tasks taken to support the development of project and sales pipeline
• Provide a sales funnel by ensuring all quoted opportunities are carefully managed and tracked
• Ensure the organization responds in a timely manner to requests and queries from prospects and customers for information, pricing, pre-sale and after-sale support

Experience required  

Primary requirements  

• Extensive experience in wealth management and the markets in which FNZ and our customers operate.
• Expert in the FNZ proposition, products and all relevant market channels within region
• Experience of working in a regulatory environment and an understanding of the regional regulatory market that applies.
• Experience in a delivery / consulting environment in the financial services / wealth market.
• Experience in Finance, IT or project management desirable but not essential.
• Confident, and able to take initiative given client– and delivery-focused environment.
• Independent, self-directing and delivery focused working style.
• Superior analytical thinking.
• Commercially astute and focused.
• Excellent organisational, administration and time management skills.
• Excellent team communication skills, confident in dealing with internal and external clients.
• Highly developed written and oral communication skills.

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Role Description

The COO, ZA, has primary responsibility for these key business services:

Asset Servicing / Investment Operations;

• Service and Support (Production Support, Client Services, Investor Services)
• Business Readiness Management.
• This comprises the key business services that FNZ delivers to its customers. It requires a combination of:

Delivery of services in line with contractual terms and to service excellence;

• Implementation and maintenance of operational controls and robust control frameworks across FNZ ZA to limit the risk of financial crime and mitigate fraud;
• Effective management of the ZA business continuity plan to minimise disruption and adverse impact for ZA customers, employees and ZA offices.
• Ensuring that all services are well controlled and monitored in line with regulatory and customer requirements.
• Compliance with legislation and regulation in relation to asset servicing operations.
• Identifying and mitigating operating risk; ensuring robust control frameworks and risk aware culture is embedded.
• Managing the customer and account manager interface; and
• Managing the internal interface with shared group services, particularly technology.
• Gatekeeper responsibility for change releases to ensure they are fit for purpose and that appropriate due diligence has been carried out prior to launch.
• The COO ZA role is responsible for ensuring that processes, controls, operating risk framework in relation to these key business services are standardised globally. As FNZ’s scale increases it also involves extracting cross‐market synergies and other cost efficiencies. FNZ’s customers should receive the benefit of a global scale provider of industrial strength operations.

Specific Role Responsibilities

Asset servicing / Investment operations

• Responsibility for FNZ‘s outsourced asset servicing functions that it provides to all its ZA customers, which includes asset custody, trading & settlement services;
• Delivery of services at least in line with contractual customer KPIs;
• Delivery of operations service excellence via measurable continuous improvement programme;
• Implementation and maintenance of financial and operational controls to reduce errors and mitigate potential for fraud;
• Compliance with legislation and regulation, including FCA regulations

Service and Support (Production Support, Client Services, Investor Services)

• Ensuring that processes, controls, operating risk framework in relation to these business services are standardised and consistently applied. As FNZ’s scale increases it also involves extracting cross‐market synergies and other cost efficiencies. FNZ’s customers should receive the benefit of a global scale provider of industrial strength operations.

Manage regional operations and regional leadership teams;

• Implement the following on a standardised basis globally for areas of responsibility:
• Processes;
• Control framework;
• Operating risk management framework;
• Develop consistent global metrics to assess relative cost efficiency, controls, risk, service quality;
• Identify and implement improvements in customer service, cost, controls and risk through global collaboration and synergies.
• Ownership of production support (including operations & technology);
• Provide world class production support function in respect of FNZ globally; technology and operations delivery; and
• Includes issue management and resolution (although resolution involving software change will occur within shared solution centres).

System and task Monitoring 

• Oversee the Service and Support team that carries out the morning health check of each platform. The health check results are distributed each morning by email to the organization. Daily failed task checks are automated and critical tasks are alerted where necessary.

Financial Crime

• Responsibility for ensuring robust control frameworks are implemented and embedded across FNZ ZA to limit the risk of financial crime.

Business Continuity

• Responsible for the effective management of the ZA Business Continuity Plan to minimise disruption and adverse impact for ZA customers, employees and ZA offices.

Pensions Administration

• Responsibility for FNZ‘s outsourced pension administration function
• Delivery of services at least in line with contractual customer KPIs;
• Delivery of service excellence via measurable continuous improvement programme
• Implementation and maintenance of financial and operational controls to reduce errors and mitigate potential for fraud
• Compliance with relevant legislation and regulation

The COO will also be responsible for:

• Financial Performance;
• Strategy;
• Leadership & Collaboration;
• Customer Interface; and
• Operating Risk.

Financial performance

• Work with regional ZA CFO and ZA CEO to define annual budget;
• Manage cost structure within budget;
• Balance service quality, risk management and control framework with the need to optimise cost structure;
• Maintain process‐driven cost model to accurately forecast cost variation with volume;

Strategy

• Define and agree (with ZA CEO) a strategic plan for relevant functions through annual and semi‐annual strategic planning process; and
• Input to regional strategy.

Leadership & collaboration

• Provide strong leadership within the ZA COO function to promote and obtain collective buy‐in to service excellence, risk management and controls
• Collaborate with ZA & global leadership team to deliver group objectives.

Customer Interface

• Actively engage and build relationships with all ZA customers;
• Take ownership with customers for FNZ’s service delivery

Operating Risk and Monitoring

• Own the operating risk model that identify and quantifies key operating risks
• Oversight of operational monitoring. FNZ Operational teams carry out day to day tracking of their processes and escalate where appropriate for problems identified. Spearhead the creation of a more robust form of monitoring.

Change Governance

• Gatekeeper responsibility for change releases to ensure they are fit for purpose and that appropriate due diligence has been carried out prior to launch. The following are considered change releases:
• New Platforms or new Propositions;
• Upgrades, amendments or enhancements to Existing Platforms or material changes to existing Propositions that involve a code release;
• Emergency Releases; and
• Addition of New Clients onto Existing platforms, e.g. Multi-tenant platforms.

Production Services

• Collaborate with regional leadership teams and implement the following on a standardised basis globally for areas of responsibility:
• Processes;
• Control framework;
• Operating risk management framework;
• Develop consistent global metrics to assess relative cost efficiency, controls, risk, service quality;
• Identify and implement improvements in customer service, cost, controls and risk through global collaboration and synergies.

Operating Model

Weekly ZA Leadership Team meeting

• Weekly meeting with ZA leadership team.
• Update on key operational performance indicators, sales pipeline delivery, compliance issues, customer issues

Quarterly business review

• Day long review of performance over prior quarter including financial performance and “road to value” objectives and plan for next quarter
• Includes feedback on ZA CEO quarterly key‐customer meetings
• Attended by ZA CEO and regional leadership team

Annual budget

• Budget is set semi‐annually in Q2 and Q4 of each year for following 12‐18 months;
• Multi‐day process involving all of regional senior management team
• Includes setting of medium term value generation objectives encapsulated in a “road to value” plan

FNZ ZA Board

• Statutory director on the FNZ ZA board
• Regular reporting and attendance in respect of operating performance, risks, issues and actions to mitigate.
• Group Board Advisory Committee
• Periodic presentations at group board advisory committee in respect of ZA business performance and strategic plan

Technology shared services interface

• ZA COO has direct ownership of all resources required to deliver customer servicing except for direct ownership of software delivery and ownership of the underlying technology platform
• Software delivery and the technology platform is via the group technology shared services function, which should be managed like an outsourced software function

Performance Assessment

Performance will be assessed in line with:

• Achievement of monthly, quarterly and annual financial targets set via budget
• Achievement of non‐financial objectives (service metrics, control and risk objectives)
• Quantitative customer KPIs
• Qualitative customer feedback provided via quarterly ZA CEO customer meetings and annual board review meetings
• Quantitative customer feedback via net promoter score (NPS)
• Qualitative feedback from direct reports via 360 review process and group‐wide staff surveys

Formal feedback will be provided through:

• Quarterly business review process
• Annual performance review

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Role Description

• This role is responsible for core processing within specific functions, depending on the individual team, within one of the designated Operations Functional Areas, and is responsible for the quality processing for Corporate / 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 processing, ensuring that all processes are followed correctly and completed to a high level of quality. 
• The role holder will be responsible for service delivery to our corporate clients from their core activities, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

Specific Role Responsibilities

Strategy

• Deliver best in class operational services to clients and internal partners.
• 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 that completion of daily tasks are true and accurate, minimising errors with processing and quality actions,
• Delivery of KPI / KRI’s in relation to customer contractual terms, taking action to prevent failure, through quality processing,
• 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.
• Complete personal risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on quality and prevention.
• Ensure adherence of operational controls, to reduce errors and mitigate potential for fraud; and deliver reporting / evidence to the Manager and/or Senior Officers to evidence standards achieved.
• Support quality of processing for handling client assets and client money within role; and deliver reporting / evidence to the Manager and/or Senior Officers to evidence standards achieved.

People 

• Maintain training requirements
• Encourage a culture of collaboration, supportive challenge and discussion through openness and ethical decision making.
• Be an effective communicator, ensuring that information is communicated effectively to necessary parties and in a timely manner for purpose of rapid resolution
• Ensure compliance with all mandatory training is completed in a timely fashion.
• Support, implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.
• Develop professional and technical knowledge and skills, via training & development, in order to meet Continuing Professional Development requirements.

Functional Area Responsibilities

• Static Data & Pricing (APAC: Products & Pricing)
• Management of static data and pricing information across the FNZ platform for our customers.
• Managing data sources from multiple vendors ensuring timely and accurate provision of information to end users and to optimise timely and accurate straight through processing capability.
• Engaging with customers for both maintenance of existing instrument universe as well as support the ongoing development of the client proposition.

Dealing (APAC: Settlements)

• Order placement - Place mutual fund orders electronically or by fax, ensuring the external fund manager receives the order instruction prior to the valuation point or dealing deadline.
• Order monitoring - Monitor for any equity orders that are rejected by the broker, ensuring that the orders are then placed timely electronically or by telephone.
• Order monitoring - To monitor the progress of orders and also the receipt of manual / electronic confirmations from brokers and mutual fund managers.
• Production Monitoring - Carry out daily control tasks to identify any orders which may require manual intervention and ensure that these are placed timely and accurately before the dealing deadline.

Transfers 

• To transfer platform holdings in and out of FNZ custody on a daily basis.
• Issuing Stock Transfer Forms to Fund Managers.
• Working with Electronic Transfer Solutions for Re-Registration.
• Ensure all accounts held by FNZ Nominees reflect accurate Transfer positions.
• Ensure that all platform assets are re-registered within KPI & SLA timeframes.
• Perform investigation on Transfer In and Out requests.
• Agree Trade & Settlement with counterparties and submitting requests to Broker/Crest.

Corporate Actions 

• Processing mandatory and voluntary corporate actions on Managed Funds, Equities and Fixed Interest products within Key Performance Indicator targets.
• Sourcing of all relevant information, either from fund managers, data feeds, Bloomberg, custodian agents or relevant registry / company websites to ensure corporate actions are processed correctly.
• Maintaining internal stock and cash ledger control accounts and clearing them on a daily basis.
• Reconciling client holdings versus agent holding to ensure that they match during a corporate action.

Settlements & Payments (APAC: Cash) 

• Support Client funds cash management including all client cash transactions and ledger processing.
• Process daily market settlement and ledger movements.
• Support Control Account Exception Reporting and Regulatory Reporting
• Undertake daily client and pooled FX trade processing and settlement management.
• Maintain up to date and accurate interest rates across all supported currencies.
• Internal/External stakeholder and client cash reporting in accordance with regulatory and legislative obligations that apply to FNZ and its client groups.

Reconciliations

• Asset Reconciliations - monitor investment holdings and transactions and the receipt of manual/electronic holdings and transaction statements from brokers and fund managers.
• Cash Reconciliations - Compare GL balances and transactions on the Platform against corresponding bank accounts. Perform daily reconciliations to ensure all internal GLs reconcile as expected either via automated sweeps or manual matching
• To investigate variances/breaks from reconciliations.
• To ensure that all breaks are resolved and cleared within a given timeframe.
• To reconcile individual clients in a short position and ensure this is rectified in a timely manner.

Experience required

Required Knowledge & Skills

• A degree or equivalent in a finance, business or numerate discipline.
• Operations experience within the Wealth Management / Platform industry.
• Experience in client services.
• Experience in using Excel for data analysis.
• The ability to work accurately and to deadlines.
• Excellent interpersonal and communication skills.

Preferred Knowledge & Skills

• Proposition knowledge of platform industry, from Retail Client to Asset Servicing delivery.
• Technical operational knowledge relative to the team under role holders’ remit,
• Change management experience,
• Understand of risk/compliance policies and processes for a financial services business
• Able to demonstrate understanding of regulations that apply within the region

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Role Description

• This role is technical in nature and is responsible for providing high quality and timely IT infrastructure support to ensure the availability, stability and performance of the datacentres, cloud platforms and corporate systems. 
• Linux sever estate management
• Linux on Vmware
• Linux in Azure / AWS
• Cloud Infrastructure builds
• Cloud Infrastructure maintenance, management and support

Organisational Design

• This position is part of the CIO department and reports to the regional Head of Cloud Infrastructure Management

Specific Role Responsibilities

• Design: Ensure that Linux & Cloud environments are designed to best practice standards for resilience and availability to ensure the highest SLAs are maintained.
• Availability: Ensure that uptime SLAs are met every month for systems that you are responsible for by managing and resolving issue logs; performing scheduled maintenance to minimise disruption.
• Performance: Ensure that performance SLAs are met every month for systems that you are responsible for by monitoring system performance, capacity and growth; suggesting and implementing performance improvements and hardware/software refreshes.
• Information Security: Ensure that the Linux & Cloud environments are internally and externally secure by following existing policies and procedures and documenting for audit purposes as required; implementing security controls and remediations; completing risk assessments and build guides for new and existing systems.
• Business Continuity: Ensure that data on the Linux & Cloud environments is secure and backed up by ensuring that regular backups are made and are tested. Participate in yearly BCP & DR tests. Ensure that any new / modified build is in line with company requirements and departmental policy for resilience and availability. Documenting resilience and backup plans for all new /modified builds.
• Training: Develop professional and technical knowledge and skills. Provide technical advice and mentoring within the team.
• Project Work: Implement new projects to meet project timelines. Work in a matrix structure with multi-national teams.
• Budget:  Recommend changes that could reduce costs in your areas of responsibility.

Experience required

• Degree qualified or equivalent industry certifications and relevant experience
• Linux & Cloud (preferably Azure) certifications will be advantageous
• General infrastructure skills and strong knowledge of Linux & Cloud infrastructure management
• Experience with Red Hat and Linux scripting preferable
• Kubernetes experience will be advantageous
• Design, build / deploy, manage and maintain Linux & Cloud environments on virtualised platforms
• Terraform for infrastructure management preferable
• Experience with automated configuration management systems and software driven infrastructure management desirable
• Experience working with Linux in Azure / AWS
• Keen interest in and knowledge of latest server technologies
• Successfully implemented infrastructure projects
• Good team player with the ability to work independently and able to take initiative and drive change
• Ability to function effectively in a matrix structure
• Excellent communication skills, confident in dealing with internal teams and external clients and 3rd parties
• Demonstratable problem-solving capabilities
• Able to work in a rapidly changing environment
• Ability to effectively prioritize and execute tasks in a high-pressure, high-performance environment

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Role Description

• The Analyst is responsible for the production of the reconciliation on a day to day basis in the delivery of the service for Corporate / 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 processing, including using the reconciliation tool to work through exceptions ensuring these are investigated, narrated and managed in accordance with the Reconciliations Policy.
• The role holder will be responsible for service delivery to our corporate clients from their core activities, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

Specific Role Responsibilities

Responsibilities will include, but are not limited to:

Strategy

• Deliver best in class operational services to clients and internal partners.
• Support operational relationships across the Operations 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 service standards

Deliver high quality reconciliation outputs which includes;

• managing data loads and resolving load fails
• manual matching of exceptions
• Initial investigation of exceptions to allocate to the correct business owner
• Manage timely and quality break narration updates
• Liaise with all business areas on break management to ensure the exceptions are resolved promptly
• Complete personal risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on quality and prevention.

People

• Maintain training requirements
• 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.
• Support, implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.

Experience Required

• Reconciliation/ Financial Accounts experience desired
• Understanding of risk/compliance policies and processes for a financial services business