Platform Director

Job Title

Platform Director

Location

Edinburgh/London

Role Description:

Platform Director Role Description

The Platform Director is primarily responsible for overseeing FNZ’s end-to-end relationship with customers. This role involves leading and managing the client's platform through direct management and supervision of a cross-functional team, ensuring effective coordination and execution. 

Key Responsibilities:

• Customer Satisfaction: Ensure the overall satisfaction of the customer by supporting the growth, development, and servicing of the platform.
• Program and Delivery Oversight: Oversee technology and business change programs to ensure they are delivered on time, within budget, and according to FNZ Group’s quality standards, while collaborating with project managers to ensure alignment with agreed milestones, particularly those related to revenue and cash flow, while adhering to committed resource plans. 
• Revenue Targets: Achieve revenue goals for existing customers by maximising enhancement fees and service revenue while minimising service credits, all within the constraints of the committed resource plans. 
• Quality Assurance: Advocate for and promote consistently high standards in FNZ’s customer deliveries and operations, ensuring adherence to best practices and quality benchmarks. 
• Service Delivery: Advocate for the delivery of product/investment administration, custody, and technology support services in alignment with contractually agreed service standards and FNZ Group’s quality benchmark.  

Additional Responsibilities:

• Team Management: Lead and drive the FNZ team, acting as the key point of escalation across the client relationship.
• Demand Management: Monitor and manage client demand for bespoke development and change requests, focusing on reducing platform-specific development and leveraging existing product capabilities.
• Governance and Compliance: Ensure adherence to UKMEA governance structures and approval processes, escalating issues as necessary. Platform Directors also must attend Release Boards and Joint Risk and Compliance Committee meetings as appropriate. Other key meetings will be added in due course.
• Team Productivity: Maintain the cadence, velocity, and productivity of the delivery team through effective management by the Delivery/Project Manager.
• Release Management: Ensure safe and successful delivery of client releases, covering all aspects of delivery, including client-specific changes and proposition components.
• Issue Management:  Support the resolution of issues; working with Production Support and Major Incident Management to maintain platform stability in line with agreed KPIs and improve production quality through strong problem management process.  
• Data Quality: Ensure reporting data accuracy and quality, taking full accountability for its correctness.

Specific Role Responsibilities:

Customer Satisfaction

• Accountable for FNZ-Customer Interactions: Oversee all key interfaces and interactions between FNZ and its customers.
• Quantitative Satisfaction Standards: Achieve customer satisfaction levels in line with FNZ Group objectives, utilizing established feedback mechanisms to gather and assess customer feedback.
• Qualitative Satisfaction Standards: Attain qualitative satisfaction standards through direct feedback from customers' senior management to FNZ's senior leadership, including the Group CEO, Regional CEO, and Group COO.

Delivery Management Oversight

• End-to-End Delivery Accountability: Take responsibility and actively support project managers (PMs) in the successful delivery of client change programs.
• Collaboration with Project Management: Work closely with the Project Management team to ensure timely, high-quality delivery of each program, contingent on having a fully resourced team and appropriate structure.
• Program Management: Ensure effective management of technology and business change programs in alignment with FNZ’s Software Development Life Cycle (SDLC), including hyper-care and business/operational readiness phases.
• Milestone and Cost Management: Deliver programs in accordance with contractually agreed milestones, budgeted costs, and FNZ’s Group quality standards.
• Alignment with Migration and Improvement Initiatives: Ensure alignment with the migration enablement team and group-wide delivery improvement initiatives.

Platform Services

• Service Delivery Accountability: Support the product/investment administration, custody services, and technology support services so they are delivered in line with contractually agreed service standards and FNZ’s group quality standards.
• Technology Support Accountability: Ensure the technology support service meets or exceeds the contractually agreed service standards and FNZ’s Group quality standards.

Financial Outcomes

• Revenue Accountability: Achieve budgeted revenue targets for implementation and enhancement fees on a quarterly basis for all customers.
• FUM and Asset Servicing Fees: Achieve budgeted levels of Funds Under Management (FUM) and Asset Servicing Fees revenue on a quarterly basis.
• Pipeline Management: Develop and maintain a pipeline for Implementation and Enhancement Fees for customers.
• Financial Forecasting: Ensure financial forecasts are aligned with the finance team’s projections.

Strategic Outcomes

• Account Management: Develop and maintain an account management plan to maximize future FNZ revenues, margins, and FUM from customers.
• Committed FUM Targets: Achieve budgeted levels of Committed FUM for customers.
• FUM Pipeline Development: Develop and maintain a pipeline for Committed FUM through migrations.
• Strategic Support: Support and shape customers' strategic development and growth plans.

Risk & Compliance Outcomes

• Regulatory Reporting: Ensure customers receive regular, accurate, and appropriate reports that confirm FNZ’s compliance with regulatory obligations, enabling them to fulfil their own regulatory responsibilities.
• Audit Facilitation: Successfully manage and facilitate audits and reviews conducted by customers or third parties, ensuring the closure of any findings related to FNZ.
• Risk Event Management: Ensure that any risk events or breaches related to customers are addressed and closed within contractual or regulatory timeframes.
• Risk Reporting: Provide regular, accurate, and appropriate reporting on risks relevant to the delivery of platform services, ensuring compliance with both customer and FNZ regulatory obligations.
• Internal Risk Reporting: Ensure regular, accurate, and appropriate internal reporting on risks that could impact the successful delivery of platform services and FNZ’s financial outcomes.

Key Performance Indicators (KPIs):

Platform Director Role KPIs:

• Client Satisfaction: Measured through regular surveys and Net Promoter Scores (NPS).
• Revenue Targets: Achievement of revenue goals for enhancement fees and service revenue (increases linked to migrations).
• Platform Delivery: Successful delivery of platform enhancements and changes in line with agreed timelines and quality standards.
• Team Performance: Team velocity and capacity metrics, including defect density and Story Points achieved.
• Budget Management: Accuracy of budget projections and adherence to cost targets.
• SDLC Compliance: Ensure adherence to delivery policies and keep data management information (e.g., Tempo, Jira) consistently up to date.
• Production Support Collaboration: Coordinate with production support to deliver SMTs according to the agreed plan.
• Service Delivery Management: Ensure service performance and take responsibility for aspects under platform directors' control, such as resolving bugs that impact the achievement of SLAs.

Experience required:

Successful candidates should possess the following skills and experience:

• Customer Delivery Expertise: Extensive experience in roles responsible for customer delivery (service, project, or both) with a proven track record of achieving positive customer outcomes.
• Revenue Growth Experience: Demonstrated success in meeting revenue targets and increasing the value of customer accounts.
• Executive Stakeholder Management: Experience managing stakeholders at the Executive level, with a focus on building strong, collaborative relationships.
• Communication Skills: Excellent team communication skills, with confidence in engaging with both internal and external clients.
• Independent and Solution-Focused: A self-directed working style with a strong focus on problem-solving and delivering solutions.
• Strategic Thinking: Ability to think strategically, with a history of implementing a continuous improvement culture in previous roles.
• Innovative Leadership: Forward-looking approach to managing people, culture, operations, technology, and system development.
• People Leadership: Strong leadership skills with experience in developing, motivating, and managing multidisciplinary teams.
• Collaborative Working: Proven ability to build successful working relationships across multiple locations and team disciplines.
• Stakeholder Management: Effective management of stakeholders at all levels, particularly at the Executive level.
• Communication Proficiency: Excellent written and oral communication skills.
• Project Management: Experience managing multiple projects across different national and international locations.
• Commercial Delivery: Experience managing delivery in a commercial environment.

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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$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.