As a Service Delivery Manager for Australia, you will be joining a small established team who operate with a commercial lens to ensure long term value for our customers and FNZ. Based in either Sydney or Melbourne and reporting into a Client Director (Australia) you will work in close partnership with the Client Director, Production Support, L1&2 Risk Management and Operations Team Managers. This role has responsibility for reporting on FNZ’s performance in delivering against SLA and KPI’s standards, and where KPI’s are not achieved, working with internal stakeholders to detail root cause analysis and remediation plans.

Our successful candidates will be well versed in providing senior client management support, incorporating service delivery oversight with existing clients and ensuring client expectations on monthly governance and KPI reporting, regular governance meetings, closure of meeting actions and management of intra-month escalations are met. A big part of this role is being able to elevate our service levels through quality client interactions with the ability to enhance service revenue long term.

The responsibilities will include:  

SLA and KPI Compliance: Ensure FNZ’s adherence to the agreed SLA’s and KPI’sGateway Management: Ensuring appropriate internal and client communication channels across service teams. Operating as the conduit between our platform / clients and internal stakeholdersMaintaining customer satisfaction levels above an acceptable levelProviding senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities;Regular client visits both on site and virtualCommunicate account management priorities to internal stakeholders to deliver desired outcomes

What are we ideally looking for in a successful candidate:

Drives a service culture with a ‘can do’ attitudeProven leadership qualities with the ability to build constructive relationships with both internal and external stakeholders.Strong technical skills – particularly the full Microsoft office suite and preferably SQL to promote a ‘self service’ mentality to client managementThe ability to work under pressure as part of an effective, cross-functional teamKnowledge of financial services (Wealth & Super) and technology would be highly beneficial   Experience working within a global organisation supporting global initiativesExcellent problem-solving skills with the ability to influence and lead the customer where necessary or desirableDisplays a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently;

What is in it for you?

Be part of a highly successful, rapidly growing global business that is leading the delivery of financial services and partners with some of the world’s largest companies.Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority.We provide significant financial rewards for high performing individuals.Global career opportunities for our best employees at any of our offices in the UK, Canada, Czech Republic, Australia, New Zealand, or China.

If this role appeals to you, please apply with your cover letter and CV by the 18 April 2025.

*Please note we shortlist as we receive applications. We encourage early applications as we may withdraw advertising at any time.

For more information, please reach out to us on apac_recruitment@fnz.com

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. 

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. 

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.