Job Title : Customer Services Manager
Location : Dublin, County Dublin
Company : FNZ
Salary :
Open Date : 2023-05-31
Close Date : 2023-10-01

FNZ Ireland is a member company of the FNZ Group. Since its formation in 1998, FNZ Ireland has become one of Europe’s leading providers of third party services to the life assurance industry. Our ambition is to continue our growth by continuing to offer excellent service to our existing clients, by acquiring new clients and by extending the range of services on offer. Role Description The Customer Service Manager is responsible for the management of the customer operations teams within operations. The manager will ensure all outputs meet regulatory, technical and client contractual obligations. Key responsibilities will include, but are not limited to:

• Contribute to the development and execution of the FNZ Ireland strategy
• Motivate and develop staff to the highest standards of operational excellence and drive the personal and professional development of the staff in this team
• Ensuring that there is a strong control environment within the team and that key controls and reconciliation processes are kept up to date
• Managing the delivery of customer operations services to ensure consistent and accurate process for all clients
• Driving the development of customer operations systems and processes

• Managing first line operational risk • Consulting with internal and external auditors

• Developing and maintaining excellent relationships with senior members of functions in clients and external parties
• Manage strategic and operational projects
• Participate in prospecting meetings with potential future clients

Governance

• Design and provide relevant and timely reporting to Head of Operations, Clients, Boards and Committees as required
• Participate and/or chair governance meetings to ensure that FNZ is driving the right behaviours, as outlined by regulatory and internal requirements, to mitigate risk to the business
• Participate and/or chair any Client meetings to ensure that FNZ is driving the right client engagement and outcomes and to deliver first class service to our clients

Experience Required

• Extensive operational experience within Life and Pensions industry

• Funds industry experience an advantage • Strong entrepreneurial thinking

• Excellent communication and influencing skills
• Experience in a managerial role and strong leadership capabilities
• Experience in client relationship management
• Extensive technical operational knowledge covering the functions under role holders’ remit,
• Knowledge of the financial services and regulatory framework
• Strong understanding of risk/compliance policies and processes for a financial services business
• In depth knowledge of different types of operational risks, systems and processes
• Proficient in English, additional European languages are an asset

The Competencies

• Planning and organising
• Drive for results
• Problem Solving and Decision Making
• Leadership
• Communicating and Influencing
• Operational Excellence and Process Improvement

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