Client Director

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.

* UK Only
* As this role is caught by the Certification Regime, the role holder must adhere to the FCA’s Conduct Rules and the FCA’s Fitness and Propriety Requirements

• 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).

• 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;
• Work collaboratively and in partnership with the wider client delivery and support teams (Project Managers, Delivery Managers, Service Delivery Managers & Solution Consultants) to successfully deliver to customers,

• 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.

• 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.

• 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.

• Responsible for ensuring Customers receive regular, accurate and appropriate reporting assuring them of FNZ’s compliance with our regulatory obligations…