Head of Service Delivery South Africa

Job Title

Head of Service Delivery South Africa

Location

Johannesburg

Reports to

MD Business Development & Client Management - Africa

Role Description

The 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 FNZ

Specific Role Responsibilities

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 account allocation.

Team Management & Leadership

• Lead, manage and motivate a team and ensure all team members take accountability for their accounts.
• Provide coaching, advice and support performance management with line manager's where necessary
• Encourage process improvement across the service delivery function

Commercial Oversight

• Client service level agreement expert ensuring clients are managed to their contracts and staff are aware of FNZ's obligations – contract compliance.
• Using client knowledge to encourage enhancements and positive change
• Drive commercial focus both internally and with clients

Change & New clients

• Working with clients to develop their roadmap, understand their strategy and growth targets
• Working with Business Readiness teams for new client on boarding

Customer implementation & enhancement projects

• Ownership of all existing customer relationships covering Delivery of Service
• Drive post implementation oversight improvements to ensure quality delivery of Service

Account management

• Work with the Service Delivery Managers to create and develop high level relationships (ideally at C level) within existing and potential customers.
• Delivery of world class client relationships to ensure successful operating and strategic multi‐layered relationships with customers.
• Use available information and insight to drive proposition development, sales and growth in conjunction with our existing customer Strategic Account Plans.

Functional Area Responsibilities

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 FNZ

About FNZ Culture

Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.

That's why we value the strength and diversity of thought in our global team.

The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world.

1. Customer obsessed for the long-term
2. Think big and make an impact
3. Act now and own it all the way
4. Challenge, commit and win together

Read more about The FNZ Way and our values
:

Opportunities

• Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.
• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies;
• Working in a flexible and agile way that meets the needs of the business and personal circumstances;
• Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority;
• We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

Commitment to Equal Opportunities

At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected.

In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.