Service Delivery Manager

CO_MGSAL Apex Fund Services South Africa Ltd; Cape Town; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Apex Group is seeking a Service Delivery Manager to oversee client service delivery and reporting across fund services. You will act as an operational champion in client environments and coordinate across teams to exceed client expectations.

Responsibilities include managing SLAs, providing first-line support on operations and systems, and driving automation while maintaining strong client relationships. This role requires strong communication, numeracy, and process design skills.

Qualifications

• A minimum of 4 years work experience in this sector.
• Knowledge of the applicable LISP and CIS legislative environment.
• Excellent communication and client services skills.
• Strong numeracy and analytical ability.
• Experience with Oracle Flexcube and TCube is advantageous.

Responsibilities

• Manage client requests and open items related to service delivery through to resolution, actively project managing client requirements.
• Provide first line operational and reporting support to clients and investigate queries with limited cross-department support.
• Offer system-related support (Tube and Mainstream) and investigate queries with limited assistance.
• Investigate and resolve client, investor and internal queries, including P&L calculations and incident reviews.
• Analyze, document, test, and implement changes to processes, reporting, tax files, and legislation; ensure timely investor correspondence.
• Own Tax Services: DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation; maintain SLA adherence.

Skills

Client services

Communication

Business acumen

Systems analysis

Process design

Technical knowledge

Education

Tertiary qualification

Tools

Oracle Flexcube

TCube

Job description

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.

Your career with us should reflect your energy and passion. That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience. Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you.

Summary of the position

The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support. The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients. The Service Delivery Manager is both Apex’s operational champion in the client environment and the client’s operational champion within the Apex environment. This role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the client’s expectations. The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.

Outline of main duties and responsibilities

• Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.
• Provide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.
• Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.
• Analysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation); Monitoring to ensure the accurate delivery of investor correspondence, tax certificates.
• Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation.
• The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines; Configure, troubleshoot and maintain application systems; Support and manage the project and the on-boarding and migration of new clients.
• Take full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apex’s Operational teams; Implementing efficiencies through increased automation and synergies across the various products; Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required; Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions; Manage and produce the monthly TA KPI client report packs and client billing; Maintain, with guidance from the Operational teams, the client SLA; Participate in cross-training and knowledge sharing within the department; Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and experience required

• A minimum of 4 years work experience in this sector,
• A relevant tertiary qualification would be advantageous;
• Knowledge of the applicable LISP and CIS legislative environment.
• Excellent communication and client services skills (both written and verbal);
• Ability to work under pressure and meet deadlines;
• Strong business acumen with excellent numeracy and a logical and analytical approach;
• Strong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
• The ability to design new processes and conceptualise and assist in the development of systems to support those processes;
• Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous;
• Experience or qualification as a business or systems analyst role advantageous.

About Apex Group

We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually disrupted the asset serving industry through our investment in innovation and talent. Today, we set the pace in asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals. We’re a people-powered business, and our people are full of ambition. Together, we’re inspired to lead the new era of data and tech enabled service. Bringing new products and services to market. Sharpening our client focus. Disrupting the market to exceed expectations. Innovating across a range of specialisms. With our focus on making a difference to our people, our planet and our society, you’ll experience more here than you would at most other companies. Prepare to accelerate. We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster. Positive change starts with you. We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster. The journey is yours to own. When you stretch yourself, you grow. We want you to explore ways of working that will see you thrive as part of something bigger. We’ll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders. All the things you need to own your unique journey.

Find out more about us