Application support, maintenance and task monitoring.Incident and Problem Management – analysis, investigation and diagnosis to troubleshoot and resolve production issues. Providing recommendations/fixes to minimise probability of reoccurrence and contribute to service improvement.Release & Change management – support in testing and production release of production fixes and changes.Service Transition – facilitate the transition between project support and production support for all changes.Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.Collaborates with colleagues, operational/client-servicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements.Works with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.

Providing senior client management support, incorporating service delivery oversight and commercial management. Regular service reporting including monthly KPI reporting, risk assurance summaries, contractual compliance and service reviews with clients.Identifying and securing commercial opportunities via new platform build requests and new customer propositions. Oversight and adherence to all key service delivery metrics as well as production of these metrics. Successfully managing client account management priorities and communicating to internal stakeholders. Works effectively with stakeholders to deliver desired outcomes. An aggressive but realistic planner, able to track all appropriate actions against a plan and follow through to completion. Developing, implementing and reviewing strategic client roadmaps annually. Platform training and system support to client admin staff and users.

Rectifying user and/or system created errors via back office management and communicating business information to clients and stakeholders in a timely fashion.Prioritizing workflow via internal and external case management systems as well as quick and accurate turnaround of cases.Supplying client information in an accurate and timely fashion.Proactive communication with clients on business development and progression.Working with business analysts, developers and testers to ensure software and business processes developed satisfy business requirementsFunctional testing of new software and proceduresTrend analysis and liaison with Production Support and IT teams for root cause resolution.Fielding client inquiries and complaints via telephone and email.Relationship management – ensuring a strong working relationship with key client representatives, operational teams and all key stakeholders.Performance and reporting analysis.Familiarity with financial markets and products.

Ensure pricing for Equity and Fixed Interest products on the platform are true and accurate.Ensure instruments are setup accurately for reporting, trading and valuation in a timely manner.Ensure instrument maintenance including exception reporting and instrument controls are conducted regularly.Establishes relationships with market data service providers, custodians, brokers and other third parties to promote the highest level of communication and operational efficiency and resolve any service level issues.Maintain records and log issues to ensure pricing and maintenance processes are transparent to external auditors and regulators.Undertake a number of Operations projects to facilitate the smooth operation of the company and to allow Operations to become more efficient and scalable.Participate in the team’s contribution to project work which may involve the roll out of new business or user acceptance testing for enhancements to our back office systems or working with Management and other team members to enhance processes for greater efficiencies and controls within the business.Update and maintain team procedures and checklists.Decrease operational costs through streamlining processes and improving efficiency.Acting as the P&P Team Manager in the absence of the manager.Daily checking and sign off of all BAU workflow and team email inboxes.Monitoring incoming workflow and delegate accordingly.Responsibility of regression testing of new and existing client production releases.Recruitment and training of new staff members.

Administering the office including answering the mainline phone, greeting client visitors and general office maintenance.Organizing incoming and outgoing mail systems and couriers.Maintaining key client relationships with external vendors and business clientsOrganizing meetings and conferences, arranging transport and accommodation.Assisting the finance team with accruals and accounts payable.Database entry and maintenanceNew client account set up, account maintenance and authorizing cash/stock transactions.

Data collection and entry.Office administration – filing, answering phones and responding to client queries.Correspondence – communicating and developing a cooperative relationship with employment unions involved in the project.Assisting in statistical analysis and interpretation of data collected.Assisting with presentation of data to clients.Data and database organization and maintenance.Seminar organization and running.