Service Delivery Manager

theapexgroup; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

The Apex Group in Cape Town invites applications for a Service Delivery Manager within Fund Services. You will oversee client service delivery, manage SLA-driven inquiries and reporting, and act as the operational champion for both Apex and clients.

The role requires coordinating multiple stakeholders and delivering timely, high-quality responses. You will lead a varied team to support overnight and month-end reporting, drive improvements, and ensure client satisfaction while maintaining strict

Qualifications

• 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 (written and verbal).
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage client requests and open items related to service delivery or existing SLAs through to resolution, actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including investigation and resolution with limited escalation.
• Provide first line support to clients on system-related matters and queries (Tube/Mainstream) with limited escalation.
• Investigate and resolve client, investor and internal queries efficiently and timely, including P&L calculations and incident reviews.
• Analyze, document, test and implement changes to business processes, reporting, tax certificates, and regulatory changes; identify risks and opportunities for automation.
• Monitor the delivery of investor correspondence and tax certificates to clients.
• Own Tax Services including DWT, IT3BC, FATCA CRS, SARS submissions and reconciliation.
• Ensure tasks are executed efficiently, accurately and by deadlines.
• Configure, troubleshoot and maintain application systems.
• Support onboarding and migration of new clients and manage client matters to resolution.
• Implement efficiencies through automation and synergies across products.
• Develop and foster strong operational relationships with clients and provide guidance and training as required.
• Manage incident report process through remediation and communicate findings for corrective actions.
• Produce monthly KPI client report packs and client billing.
• Maintain client SLA with guidance from operations teams.
• Participate in cross-training and knowledge sharing within the department.
• Deliver high standards of service quality in line with SLAs.

Skills

Client services

Communication

Time management

Under pressure

Education

Tertiary qualification

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

Job Description

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;


• St