FNZ
Financial services
ServiceDeliveryManager
“Service Delivery Manager at FNZ. Skills: senior client management support, service delivery oversight, commercial management, revenue generation, strategic adviser. providing senior client management support. service delivery oversight”
What You'll Achieve.
achieve commercial outcomes; drive revenue generation; customer satisfaction levels above an acceptable level; deliver desired; create long term value for FNZs
Industry & Context.
issue escalation ownership; Speaks up fearlessly where necessary; Defends against bad ones regardless of tenure and seniority within the
Visits customers on-site monthly or as otherwise
What They're Looking For.
Must Have
account management/service delivery experience within Financial, Demonstrates an ability to cope with protracted high pressure situations., Owns everything impacting the customer, even when immediate responsibility for execution is, Demonstrates high professional standards and a feeling of personal accountability for FNZs, Is comfortable acting on own initiative and acts to facilitate a 'by exception' management, Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as, Supports colleagues and takes pleasure in their, Helps create a positive team culture within the immediate team and more broadly within, Engaging and approachable.
What You'll Do.
providing senior client management support
service delivery oversight
commercial management
setting the priorities in order to achieve commercial outcomes
obtaining a clear understanding of our client businesses and strategic intent
drive revenue generation
providing intelligence to Sales and Product & Proposition teams
issue escalation ownership
oversight of SLA/KPI deliverables
contractual compliance
undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities
Identifies and secures additional commercial opportunities with each customer
Positions FNZ as 'strategic adviser' to all customers
Maintains a very high degree of domain expertise and professional currency
Establishes exceptional working relationships within FNZ
Drives a commercial focus throughout the team
Drives a ‘change agent’ mentality
Is vocal and opinionated with respect to decisions that impact customers
Always speaks 'truth to power'
Wishes to develop skills and experience
Takes a genuine interest in the development of more junior employees
Instils a sense of 'do or die' urgency
Drives a service culture with a positive “can do” attitude
Maintains their customer satisfaction levels above an acceptable level
Visits customers on-site monthly or as otherwise
Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and
Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance
Produces or oversees production of these metrics where
Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired
Demonstrates detailed and nuanced understanding of customer organisations within remit
De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client
Is an aggressive but realistic planner and tracks all appropriate activities against a plan.
How You'll Work.
Team & Collaboration
work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams; Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and; Earns respect from colleagues, customers and other professional; Follows up colleagues where there work is important to a customer; Shows respect for colleagues, customers and other stakeholders and is respected by; Supports colleagues and takes pleasure in their; Helps create a positive team culture within the immediate team and more broadly within
Communication Scope
articulate it clearly and compellingly; sells benefits to gain commitment; Speaks compellingly; Always speaks 'truth to power'
Process & Methodology
aggressive but realistic planner, tracks all appropriate activities against a plan
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