Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13, 000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.
Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience.
Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
Summary Of The Position
The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support.
The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients.
The Service Delivery Manager is both Apexs operational champion in the client environment and the clients operational champion within the Apex environment.
This role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the clients expectations.
The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.
Outline Of Main Duties And Responsibilities
The Service Delivery Manager will be expected to:
- Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.
- Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.
- Provide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.
- Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.
- Analysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
- Monitoring to ensure the accurate delivery of investor correspondence, tax certificates.
- Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation
- The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines;
- Configure, troubleshoot and maintain application systems;
- Support and manage the project and the on-boarding and migration of new clients
- Take full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apexs Operational teams;
- Implementing efficiencies through increased automation and synergies across the various products;
- Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;
- Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions;
- Manage and produce the monthly TA KPI client report packs and client billing;
- Maintain, with guidance from the Operational teams, the client SLA;
- Participate in cross-training and knowledge sharing within the department;
- Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.
- A minimum of 4 years work experience in this sector,
- A relevant tertiary qualification would be advantageous;
- Knowledge of the applicable LISP and CIS legislative environment
- Excellent communication and client services skills (both written and verbal);
- Ability to work under pressure and meet deadlines;
- Strong business acumen with excellent numeracy and a logical and analytical approach;
- Strong technical knowledge of Apexs Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
- The ability to design new processes and conceptualise and assist in the development of systems to support those processes;
- Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous
- Experience or qualification as a business or systems analyst role advantageous
