Head of Service Delivery South Africa

3 weeks ago

Johannesburg, South Africa FNZ (UK) Ltd Full time

GeneThe Head of Service Delivery South Africa leads all Service Delivery Managers within the region. Role holder is responsible to manage all existing FNZ customers in region and to ensure they are adequately serviced by the Regional Operations teams. **The role’s primary responsibilities include:** * Managing all existing FNZ customers in region and ensuring they are adequately serviced by FNZ Service Delivery Manager* The role has overall responsibility to promote a service of excellence by ensuring client expectations on key performance indicator reporting, meeting actions and availability are met* Providing internal and external leadership within the FNZ business as part of the regional Operations Leadership Team* Delivering long term value generation in the regional business in line with the agreed annual targets* Responsibility for the regional Service Delivery Team. **Strategy Formulation and Implementation**The role holder is also expected to contribute significantly to strategic direction and commercial growth through:* Identifying and securing additional commercial opportunities within their existing customer portfolio.* Positioning FNZ as a trusted strategic adviser to all customers, demonstrated through regular engagement with key decision-makers and participation in customer strategy sessions.* Contributing to the development and refinement of FNZ’s broader corporate vision and regional strategy.* Leveraging professional networks to support the Sales team in identifying and securing opportunities with new customers.* Maintaining a high level of domain expertise across regulatory frameworks, market dynamics, FNZ propositions, and internal processes—enabling the role holder to provide clear, compelling, and strategic input in both internal and client-facing settings **Service Delivery function will be held accountable and responsible for:*** Client Satisfaction through strong KPI performance* Prioritisation and delivery of Client service delivery outcomes* Client Profit and Loss through continued Service credit reduction* Being the Client and End Customer Champion at FNZric Job Profile**Primary Responsibilities****The role responsibilities include:*** Managing all existing FNZ customers within the region and ensuring they are effectively and consistently supported by the Service Delivery function.* Driving a culture of service excellence by ensuring client expectations around KPI reporting, meeting actions, and service availability are consistently met.* Providing strong internal and external leadership as part of the Regional Operations Leadership Team.* Delivering long-term value to the regional business in alignment with agreed annual performance targets.* Leading and being accountable for the regional Service Delivery Team, ensuring clear responsibilities, development, and performance management.* Reporting on regions overall KPI/SLA to Global senior stakeholders* Frequent Face to face client visits to build a strong foundation with the clients and ensure a trusted partnership with the clients* Responsible for managing a strategic relationship

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