Head of Service Delivery South Africa

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 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

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  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

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$1.7 trillion in assets under administration (AUA).

Together with our customers, we help over 26 million people from all wealth segments to invest in their future.