Client Relationship Director

Location: Edinburgh or London

Working Pattern: Hybrid

Contract Type: Permanent

Role Description

The Client Relationship Director is responsible for managing and enhancing the relationship between FNZ and its clients, ensuring long-term financial success and high-quality service delivery. This role will be responsible for creating and maintaining our clients' strategic vision, building strong partnerships, and implementing client relations strategies to boost satisfaction and loyalty.

Key Responsibilities

Client Relationship Management

• Develop and maintain strategic visions for both established and new clients.

• Build and sustain long-lasting, collaborative partnerships.

• Enhance client satisfaction and loyalty through comprehensive strategies.

Collaboration with Client’s Executive Team

• Gain a deep understanding of FNZ’s global business and products.

• Develop trusted relationships with UK-based clients and accountable for overall account performance.

• Serve as an escalation point for dedicated accounts.

• Create and enhance strategic roadmaps, including sales of new functionalities.

• Drive cross-functional collaboration with Sales, Commercial, Finance, Strategy & Corporate Development, Product, and Legal teams.

• Ensure delivery of strategic roadmaps in collaboration with the Delivery team.

• Maintain strong relationships with key stakeholders.

• Implement robust governance models and engagement paths.

• Align customer growth and product roadmaps with FNZ’s goals.

• Support AuA growth and servicing.

Wider management:

• Support the SDM to ensure that there is high-quality delivery of FNZ’s services to customers.

• Achieve revenue targets for existing customers.

• Support programme manager where required to ensure delivery of the technology and business change programs within agreed milestones and budgets. This document has been classified as confidential

• Support service delivery or compliance colleagues where there is an escalation or problem to be considered on compliance with service standards for product/investment administration and technology support.

• Support customers’ strategic development and growth objectives.

Regulatory Compliance

• Adhere to the FCA’s Conduct Rules and Fitness and Propriety Requirements (UK Only)

Specific Role Responsibilities

Customer Satisfaction

• Manage executive interactions with customers.

• Achieve qualitative customer satisfaction and ensure that consumers are treated fairly.

Financial Outcomes

• Ensure that the client profitability is maintained or surpassed in conjunction with the finance profitability work and associated sales opportunities.

• Achieve budgeted revenue for implementation and enhancement fees.

• Maintain an implementation and enhancement fee pipeline.

Strategic Outcomes

• Develop and maintain account management plans.

• Achieve budgeted levels of committed FUM.

• Support customers’ strategic development and growth plans.

Risk & Compliance Outcomes

• Escalation points to ensure regular, accurate reporting to customers on regulatory compliance.

• Escalation point for all audits and reviews, ensuring the team responsible execute timely closure of findings.

• Escalation point where required to ensure all report on risks relevant to platform service delivery are adhered to.

Experience required

• Experience of achieving revenue targets and increasing the value of customer accounts.

• Experience of managing stakeholders at Executive level, with a focus on building strong, collaborative relationships.

• Independent, self-directing and solution focused working style.

• Ability to think strategically and problem solve creatively.

• FinTech / financial services sector experience is essential

• Besides strong analytical skills, being process and relationship driven, and having a methodological way of working, you need to have excellent communication skills (concise and direct) and experience of influencing a broad range of decision makers and stakeholders

• Ability to work across teams to build successful working relationships across multiple locations and team disciplines.

• Excellent business judgement, communication and interpersonal skills

• Experience in building long-lasting and trusted business partnerships

• Able to work in extremely fast-paced environment, collaboratively and autonomously

• A self-starter with a proactive and flexible working style

• Willingness and ability to travel

MINIMUM QUALIFICATIONS

• Relationship Management/Sales role or similar within a tech firm

• Developing and fostering relationships with the c suite across wealth & asset managers, insurance and other FS institutions

• Excellent analytical, organisation and technical skills, experience within supporting a large sales or technology organisation

• Excellent written and organ communication

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

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.