Role Description

The Senior Officer is responsible for core processing team specific functions, depending on the individual team, within one of the designated Operations Functional Areas, and, is responsible for the day to day service of their team to Corporate / Retail Clients on behalf of FNZ.

This means the following key requirements:

The role holder will be responsible for all aspects of day to day processing, regulatory, and financial risk relevant to their team and, for all processes that fall within their team’s remit.
The role holder will support all aspects of change within their functional area ensuring that their team actively participates as and where required in the change process from delivery through to implementation so that change is delivered effectively, and, in accordance with FNZ Compliance standards.
The role holder will be responsible for service delivery to our corporate clients from their team, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

FNZ is an asset custodian. This means we hold client assets in our name as nominee and are responsible for the administration of these assets.

Specific Role Responsibilities

Strategy

Support the development of the team’s purpose and ensure it provides best in class operational services to clients and internal partners.
Support, challenge and contribute to the development of short, medium, and long-term strategies (including action plans and targets) for the team.
Support and contribute to the delivery of technology solutions that meet the objectives of the business but allows the firm to be scalable, productive, meet service delivery standards and is compliant for future changes, upgrades, and enhancements.
Support and implement the management strategy, culture, services, and methodology to adjust to changing regulations and expectations, ensuring the team are fully motivated and have clear career paths and direction.
Support operational relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results and protection for clients and the business.
Participate as an internal stakeholder and positively support the relationships globally to create a positive, collaborative, and engaged relationship.
Engage with external stakeholders in relation to their team’s issues, service standards, change and risk including clients, custodians, consultants, potential clients, third parties, regulators, and non-executive directors

Process

Ensure team’s resilience within the first line of defence; and deliver reporting to the relevant Manager and Head of, to evidence standards achieved.
Adhere to the error management process, including management of major errors, escalation, analysis, and reporting.
Support the delivery of KPI / KRI’s in relation to customer contractual terms, taking action to prevent failure, through control and oversight of the activities completed by the functional area under the role holders’ remit; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
Support, contribute to, and challenge the delivery of the Operational Transformation Programme (or any other continuous improvement programme), ensuring delivering and milestone completion for the team.
Support area’s risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on prevention; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
Provide appropriate engagement for Audits, Client visits or any material meetings or engagement’s, where the Team Manager is required to represent FNZ.
Support implementation and maintenance of operational controls, within the team, to reduce errors and mitigate potential for fraud; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
Support effectiveness of controls for handling client assets and client money within the team; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence standards achieved.
Support compliance with legislation and regulation in relation to the team; and deliver reporting / evidence to the Head of Function and/or Sector Lead to evidence compliance.
Act as Overseer as defined by the regulations and FNZ policies

People

Support the development of the team through providing knowledge transfer to others. Support and lead the management team, for the functional area, to ensure exceptional delivery, through accurate, timely and controlled service to both internal and external clients.
Support the performance of all direct reports, addressing (alongside HR) performance issues in a timely manner to ensure that we minimise that there is no client or operational impact.
Encourage a culture of collaboration, supportive challenge and discussion through openness and ethical decision making. · Ensure compliance with all mandatory training is completed in a timely fashion.
Support, implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.

Governance

Provide relevant and timely reporting to Boards and Committees as required.
Actively participate in all team governance meetings, to ensure effective outcome and escalations.
Actively participate in governance meetings to ensure that FNZ is driving the right behaviours, to mitigate risk to the business.
Actively participate in corporate service meetings to ensure that FNZ is driving the right client engagement and behaviours, as outlined in the SDD and TOM, to deliver first class service to our clients.
Actively participate in change meetings or release boards to ensure that appropriate understanding, actions, testing and readiness to deliver and implement change.
Support the functional area in driving the right client engagement and behaviours, as outlined in the SDD and TOM, to deliver first class service to our clients.

Experience required

Required Knowledge & Skills

A degree, or equivalent, in a finance, business or numerate discipline
Strong operations experience within the Wealth Management / Platform industry
Good proposition knowledge of platform industry, from Retail Client to Asset Servicing delivery
Extensive industry / FNZ knowledge of the teams function and awareness of developments in this area
Experience in client services
Good technical operational knowledge relative to the team under role holders’ remit
Change management experience
Strong understand of risk/compliance policies and processes for a financial services business
**UK Only: Knowledge of the UK financial services and regulatory framework including the CASS, COBS, COLL and SYSC Sourcebook; as well as HMRC and tax regulations

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 the world’s leading financial institutions, with over US$2.2 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.

French Speaking Customer Service Agent Senior

Job Description