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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

• As a Programme Director you will be responsible for the overall integrity and quality of the programme being delivered. This will involve developing and maintaining the programme environment and supporting each individual project within it. This role 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. There will be a requirement to be able to create and maintain focus, enthusiasm and momentum across the entire programme both internally and externally. This is a very client facing role and requires the ability to build strong relationships with customers, often at a senior level. The role requires a background in technology or management consulting with experience in leading large change programmes within the financial services industry. The role operates within the Project Delivery team with a reporting line to the Regional Head of Delivery .

Specific Role Responsibilities

Program and Delivery Oversight: Oversee technology and business change programs to:

• Deliver programs (& support project manager (PMs)) in the successful delivery of client change programs. In accordance with contractually agreed milestones, budget costs & quality standards.
• Align activities to agreed and committed client and resource plans • Monitor and manage client demand for bespoke development and change, reducing platform-specific development
• Achieve budgeted levels of Committed Funds Under Management (FUM) and develop and maintain a FUM Pipeline through migrations
• Leverage UK and Group capabilities, including proposition and migrations teams, as required to reduce overall ‘effort’
• Ensure changes are delivered on time and in budget
• Meet FNZ Group’s quality standards and appropriately use mandated tooling and processes including SDLC and release management
• Depending on assignment, responsibilities include: 

Programme Management

• Oversee multiple projects within the change programme, ensuring programme goals are reached
• Monitor expenditure and costs against delivered and realised benefits as the programme progresses
• Ensure effective quality assurance and the overall integrity of the programme both internally & externally
• Plan and manage the programme through proactively monitoring its progress, resolving issues and initiating appropriate corrective action
• Manage and maintain a strong relationship with FNZ customers across all elements of the programme. Ensuring their expectations are managed and align to our delivery planning.
• Understand the commercial environment FNZ operates within and work closely with the Client Director to deliver against FNZ’s commercial agreements.

Delivery Management

• Manage the delivery of the programme through the full project lifecycle, from initiation through to implementation.
• Ensure the programme delivers in-line with the FNZ Software Delivery Lifecycle (SDLC) and associated quality controls are met. Tracking that these are actively followed and managed across the programme.
• 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.
• 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
• Have strong relationships with 3 rd 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.
• Help to develop and support other project managers within the project delivery team.
• 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.
• Responsible for ensuring that CASS compliance is considered and adhered to in all platform change projects.

Experience required

Required Industry Knowledge 

• Programme Management experience with a proven track record of managing and delivering multiple projects. 
• 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 

• 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.

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Role Description

• The Team Lead is required to manage an operations team within one of the designated Operations Functional Areas, and, is responsible for the day to day service of their team to 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 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. 
• FNZ is an asset custodian. This means we hold client assets in our name as nominee and are responsible for the administration of these assets

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 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. · <UK Only> Act as Overseer as defined by the regulations and FNZ policies.

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 Boards and Committees 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 services business <
• UK Only> Knowledge of the UK financial services and regulatory framework including the CASS, COBS, COLL and SYSC Sourcebook; as well as HMRC and tax regulations <UK Only>

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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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Main purpose of the Job

• To check and process instructions accurately within agreed upon turnaround time
• These instructions include new business, advisor details, switches, bulk switches, model portfolios, transfers, consolidations etc.

Educational Requirements (Educational / academic qualifications)

• Matric (Mathematics literacy and or Accountancy required)
• Studying towards a financial tertiary qualification is advantageous

Job Objectives / Key Performance Areas: 

Quality Control:

• To ensure all relevant information and/or supporting documentation is received and attached to the instruction in accordance with the Business Rules.
• To ensure clients / brokers are FICA / FAIS compliant.
• To ensure indexed instructions are processed appropriately.
• Reject any incomplete instructions after QC & be “on-alert” for any suspicious transactions and report when necessary. 
• To ensure all instructions are QC’d and Captured within the turnaround time as per the Service Level Agreement(s) SLA.
• To ensure all cut off times are adhered to within the Service Level Agreement(s) SLA.
• To ensure queue monitoring is performed.
• To ensure instructions are finalized promptly and legally compliant.
• To ensure all daily, weekly and monthly reports are completed accurately and timeously.

Capture/Processing:

• To accurately capture client instruction(s) on the system e.g.: new business, additions, switches, transfers, consolidations, advisor details, investor details etc.
• To check / verify static information (investor’s personal information) , incomes and debit orders etc. have been accurately captured according to client instruction(s) in addition to the switch instruments being correct

General Responsibilities:

• To take full responsibility and ownership for all tasks.
• To adhere to the Knowledge Enabler (KE) and Prudential Investment Guidelines (PIGS) prompts via the system.
• To acknowledge, investigate and learn from any / all errors that may or may not result in backdate(s).
• To ensure all queries are resolved within the specific turnaround times.
• To provide training to new team members
• To ensure that all communication both telephonically and written is delivered in a professional manner
• To understand and adhere to cut-off times.
• To build / maintain relationships with fellow team members and other departments.
• Participate in user acceptance testing (UAT)
• Participate in projects
• To provide a service of excellence to internal and external clients
• To pull and check daily weekly and monthly reports and take appropriate action

Prior Work Experience / Background:

• Minimum of 2 years recent working experience within a financial administrative environment
• Working experience as a data capture, where stringent quality standards have been applied
• Experience with LISP products and administration.
• Knowledge of FICA and FAIS regulations.

Technical / Special Requirements (PC Skills / Product Knowledge / Specific Competencies)

• Workflow system experience
• Experience with MS office (word, excel and outlook)
• Data capture skills with a high accuracy rate
• Maths literacy and or accounting skills.
• A knowledge of unit trusts and model portfolios/hedge funds