Operations Team Manager, KL

Operations Team Manager, KL

We have an exciting Team Manager opportunity available within our Client Experience department.

As a Team Manager within our Client Experience Team, you will be responsible for the management of a dedicated team through the optimisation of performance, allocation of tasks, direction, support, guidance, motivation, and management of performance.

A key part of your role will be working with stakeholders and ensure ongoing management of the Customer Experience team to provide high quality and agreed levels of service, seeking to continually and proactively improve service delivery and sustainability targets.

You will be someone who continuously seeks to improve processes to increase output quality and to increase efficiency. You will have the mandate and opportunity to truly make this role your own and leave your mark.

The responsibilities will include:

• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
• Provides leadership to deliver the service culture required to deliver required organisational outcomes.
• Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out and issues are resolved.
• Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
• Supports and engages with experts and stakeholders to ensure continuous improvements are identified.
• Ensures the correct implementation of standards and procedures.
• Actively contributes to the development of new operational initiatives and ensure successful implementation
• Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.
• Undertake any other projects/tasks as may reasonably be required to facilitate the smooth transition and management of the Customer Experience Team.

What are we ideally looking for in a successful candidate?

• At least 5 years of professional experience in the financial services industry.
• Possess an In-depth knowledge of Australian financial regulations, particularly related to superannuation, wealth, and financial advisory services within a platform proposition.
• Proven track record in building strong stakeholder relationships, leading cross-functional teams, and meeting deadlines and budgets.
• Previous experience in managing a fast-paced Client Service Centre or high-level service environments would be advantageous.
• Be proactive and results-driven with an analytical and problem-solving mindset.
• Have exceptional organizational and time management abilities.
• Excellent written and oral communication skills.
• Capable of working effectively under pressure and meeting multiple deadlines.
• Proficiency in Excel, PowerPoint, Visio, and other resource management tools is essential.

Why should you join us?

• Be part of a highly successful global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.
• Be part of the start-up team in KL with the ability to have direct input and involvement in the processes towards the expected fast growth.
• Convenient office location in the city for commuters.
• A competitive salary and excellent benefits, including full comprehensive Health insurance, Life insurance, additional company leave days after your first 12 months, volunteer leave, sick days, referral bonuses, and more.
• A hybrid 3+2 model combining working from the office and from home.
• We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

If this role appeals to you, please apply by the 3rd of November 2024.

• Please note we shortlist as we receive applications. We encourage early applications as we may withdraw advertising at any time.

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.

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.

Job ID REQ-11850