Service Delivery Manager

Julkaistu 05.10.2021

Service Delivery Manager

FNZ partners with major financial institutions to enable them to provide multi-channel wealth management services to their clients across direct, intermediated, and workplace channels. FNZ believes that enhancing client engagement, lowering costs, delivering a seamless service, and enabling personal solutions are key to helping people achieve their financial goals.

Today, FNZ is trusted by more than 150 major financial institutions worldwide and there are now over $1 trillion assets under management on their platform. These represent the combined savings and investments of over 15 million customers worldwide who they are helping to achieve their financial goals. Read more here.

FNZ is now looking for a proactive and customer-oriented Service Delivery Manager to join their team in Helsinki! In this role you will be responsible for the overall service delivery and relationship with key named client(s) in Nordics on a day to day basis. As Service Delivery Manager you’ll act as a liaison between FNZ and the customer and you will have a primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. With the help of FNZ Asset Services & Delivery, PMO, Sales, and Production Support teams you aim to exceed customer expectations.

More specifically, your responsibilities include:

  • Regular service reviews internally and with clients, identifying any areas of improvement required and discussing strategy and opportunities
  • Taking full ownership of production, incident management and issue escalation
  • Identifying and overseeing of SLA/KPI deliverables and contractual compliance so that customer satisfaction maintains above an acceptable level and in line with agreed service levels and processes
  • Working closely with the client and demonstrate a proven ability to influence and lead the customer where necessary and desirable
  • SLA-reporting and monthly meetings with internal and external stakeholders

To succeed in this position, we hope that you have already gained some experience in Service Deliver -positions and you’re enthusiastic to provide your expertise to make the collaboration between FNZ and its clients even more rewarding. Ideally you already have an understanding of the platform, infrastructure, operational processes and support functions. Based on your previous experience, you’re talented in communicating and building up trust with different stakeholders, even in high pressure situations. We also appreciate your active approach on developing internal processes, and creating strategies for service delivery optimization.

FNZ can offer you:

  • A front-row seat in a company that is actively involved in the transformation of the Wealth Management industry
  • A strongly growing global company with a stable foundation that enables new opportunities and projects all around the world
  • A fast-paced working environment, low hierarchy operations and dynamic culture also sparks inspiration
  • A wide network of professionals in a company where every employee is valued and diversity is taken seriously
  • A company where the rewarding is not tied to titles or years of experience, rather, where good performance is recognized and the salary rate is competitive

We expect you to have:

  • Relevant educational background (e.g. business or IT)
  • Previous experience in Service Delivery / Account Management positions, preferably within Financial services
  • Customer- and solution-oriented approach with the ability to work under pressure
  • Good interaction skills and persuasiveness, while working with different stakeholders
  • Fluent skills in English. Skills in any of the Nordic languages are seen as beneficial, but not required

Sounds like you? Please submit your CV and motivation letter in PDF-format by latest 20th of October via our application system. Please also mention your salary request and the earliest possible starting date in your application documents. Remember to use the application system, we do not accept applications by email.

For more information about the recruitment process contact aTalent’s Recruitment Manager Roosa Lönnqvist (+358 50 421 0255, roosa.lonnqvist(at)atalent.fi). Best times to contact are: 11.10. at 13-14 and 14.10. at 12-13.

In this position, you will be employed directly to FNZ.

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