Operations Team Lead

Role Description

The Team Lead is required to manage an operations team within one of the designated Operations Functional Areas, and is responsible for the day to day service of their team to Corporate / Retail Clients on behalf of FNZ.

This means the following key requirements:

• The role holder will be responsible for all aspects of day to day management, regulatory, and financial risk relevant to their team and for all processes that fall within their team’s remit.

• The role holder will support all aspects of change within their functional area ensuring that their team actively participates as and where required in the change process from delivery through to implementation so that change is delivered effectively and in accordance with FNZ Compliance standards.

• The role holder will be responsible for service delivery to our corporate clients from their team, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

FNZ is an asset custodian. This means we hold client assets in our name as nominee and are responsible for the administration of these assets.

Specific Role Responsibilities

Strategy & Leadership

• Inspire, develop and lead a team to deliver consistent levels of excellent services with the customer at the centre of everything we do.

• Manage the development of the team’s purpose and ensure it provides best in class operational services to clients and internal partners.

• Produce and utilise management information to measure the performance of your team. Understand their contribution towards the KPI’s / SLA and business outcomes.

• Support, challenge and contribute to the development of short, medium, and long-term strategies (including action plans and targets) for the team.

• Support and contribute to the delivery of technology solutions that meet the objectives of the business but allows the firm to be scalable, productive, meet service delivery standards and is compliant for future changes, upgrades, and enhancements.

• Implement the management strategy, culture, services, and methodology to adjust to changing regulations and expectations, ensuring the team are fully motivated and have clear career paths and direction.

• Support operational relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results and protection for clients and the business.

• Participate as an internal stakeholder and positively support the relationships globally to create a positive, collaborative, and engaged relationship.

• Engage with external stakeholders in relation to their team’s issues, service standards, change and risk including clients, custodians, consultants, potential clients, third parties, regulators, and non-executive directors.

Process

• Ensure team’s resilience within the first line of defence; and deliver reporting to the relevant Manager and Head of, to evidence standards achieved.

• Manage and support the error management process, including management of major errors, escalation, analysis, and reporting.

• Manage and support the delivery of KPI / KRI’s in relation to customer contractual terms, taking action to prevent failure, through control and oversight of the activities completed by the functional area under the role holders’ remit; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.

• Support, contribute to, and challenge the delivery of the Operational Transformation Programme (or any other continuous improvement programme), ensuring delivering and milestone completion for the team.

• Oversee the management of the functional area’s risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on prevention; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.

• Provide appropriate engagement for Audits, Client visits or any material meetings or engagements, where the Team Manager is required to represent FNZ.

• Oversee implementation and maintenance of operational controls, within the team, to reduce errors and mitigate potential for fraud; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.

• Ensure there are effective controls, within the team, for handling client assets and client money; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.

• Ensure compliance with legislation and regulation in relation to the team; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence compliance. Act as Overseer as defined by the regulations and FNZ policies.

People

• Manage development of the team through development / training plans, skill base management, feedback, and coaching.

• Support and lead the management team, for the functional area, to ensure exceptional delivery, through accurate, timely and controlled service to both internal and external clients.

• Manage the performance of all direct reports, addressing (alongside HR) performance issues in a timely manner to ensure that we minimise that there is no client or operational impact.

• Encourage a culture of collaboration, supportive challenge and discussion through openness and ethical decision making.

• Ensure compliance with all mandatory training is completed in a timely fashion.

• Implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.

Governance

• Provide relevant and timely reporting to Boards and Committees as required.

• Actively participate in all team governance meetings, to ensure effective outcome and escalations.

• Actively participate in governance meetings to ensure that FNZ is driving the right behaviours, to mitigate risk to the business.

• Actively participate in corporate service meetings to ensure that FNZ is driving the right client engagement and behaviours, as outlined in the SDD and TOM, to deliver first class service to our clients.

• Actively participate in change meetings or release boards to ensure that appropriate understanding, actions, testing and readiness to deliver and implement change.

• Support the functional area in driving the right client engagement and behaviours, as outlined in the SDD and TOM, to deliver first class service to our clients.

Experience required

Required Knowledge & Skills

• A degree, or equivalent, in a finance, business or numerate discipline.

• Significant operations experience within the Wealth Management / Platform industry.

• Good proposition knowledge of platform industry, from Retail Client to Asset Servicing delivery.

• Previous experience in an operations management role.

• Extensive industry / FNZ knowledge of the teams function and awareness of developments in this area.

• Experience in client services.

• Extensive technical operational knowledge relative to the team under role holders’ remit.

• Change management experience.

• Strong understanding of risk/compliance policies and processes for a financial services business. Knowledge of the UK financial services and regulatory framework including the CASS, COBS, COLL and SYSC Sourcebook; as well as HMRC and tax regulations.

About FNZ Culture

Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.

That’s why we value the strength and diversity of thought in our global team.

The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world.

Customer obsessed for the long-term

Think big and make an impact

Act now and own it all the way

Challenge, commit and win together

Read more about The FNZ Way and our values: www.fnz.com/culture

Opportunities

• Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.

• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies.

• Working in a flexible and agile way that meets the needs of the business and personal circumstances.

• Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority.

• We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

Commitment to Equal Opportunities

At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected.

In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.

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.