Service Delivery Manager

**Job Advert Summary**:
The Service Delivery Manager role entails the management and support functions related to the service delivery to clients within the Transfer Agency devision. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients. The Service Delivery Manager is both Maitland’s operational champion in the client environment and the client’s operational champion within the Maitland enviroment. The Service Delivery Manager will frequently focus on project work - both for clients and internal project. This includes partnering with vendors and internal suppliers to design and implement new solutions. The Transfer Angency Service Delivery Team wil consist of broad number of skillsets - with a varied skills and skill levels to ensure that the all required funcations and activity can be performed. This team will service the TA of Unit Trusts, Hedge Funds and Offshore funds.**
Minimum Requirements**:

- A minimum of 4 years work experience in this sector;
- A relevant tertiary qualification or Busienss Analyst qualification would be advantageous;
- Strong SQL and technical skills;
- Experience and knowledge of financial cash flows or accounting prinicples would be advantageous.**
Duties and Responsibilities**:

- Analysis, documentation, testing and implementation of changes to business solutions, processes, reporting, and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
- Managing client change 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 operations team and clients on system related matters and queries, specifically Silica, Flexcube, T-Cube and Maitstream 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 Profit & Loss calculations and incident review and monitoring;
- 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;
- Managing new client products and funds i.e. set-up, testing, take on and implementation, fund mergers and termination;
- 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 Maitland’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 Competencies**:

- Knowledge of the applicable LISP and CIS legislative and tax 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 Maitland’s Fund Administration 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, Silica and T-Cube administration system would be extremely advantageous;
- Experience or qualification as a business or systems analyst role advantageous.