Client-Centric Service Delivery Leader

FNZ (UK) Ltd; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Private medical insurance

Inclusive and supportive culture

Job summary

FNZ in Sydney is seeking an experienced client relationship professional to own day-to-day service delivery for key clients. You will oversee governance, service reviews, and incident management, acting as the trusted link between clients and FNZ to deliver strong outcomes.

The role emphasizes client satisfaction, SLA performance, and cross-functional collaboration across Technology, Operations and Risk in a fast-paced fintech environment.

Qualifications

• Candidates should demonstrate strong client relationship management and stakeholder handling abilities.
• Focus on service excellence and customer-centric mindset.
• Ability to navigate complex issues and drive positive outcomes within a fast-paced environment.

Responsibilities

• Act as the primary day-to-day relationship manager for key clients, ensuring high-quality service and satisfaction.
• Monitor service level performance, achieve SLAs, and address service risks or breaches proactively.
• Lead governance forums, service reviews and operational meetings with clear reporting.
• Own escalation process for clients and drive resolutions for high-priority issues.
• Manage critical platform incidents and coordinate cross-team communications during major events.
• Build partnerships across Operations, Production Support, Risk and Technology for positive outcomes.

Skills

Client relationship management

Stakeholder management

Communication skills

Commercial awareness

Problem solving

Collaborative team player

Job description

FNZ in Sydney is seeking an experienced client relationship professional to own day-to-day service delivery for key clients. You will oversee governance, service reviews, and incident management, acting as the trusted link between clients and FNZ to deliver strong outcomes.

The role emphasizes client satisfaction, SLA performance, and cross-functional collaboration across Technology, Operations and Risk in a fast-paced fintech environment.