Role Description

The Business Process Lead is a key role within the Transitions & Service Team to enable the successful operationalisation and delivery of business readiness activities aligned to core projects into the Customer Services team. This role works involves collaborating with various departments & teams to align & build relationships with key stakeholders to track, report and deliver all core tasks including business process and procedures, testing, system readiness, training and communication to ensure all are in place and teams are trained in readiness for a smooth transition into Operations.

Team Responsibilities

The Transition and Service team provide engagement and support the effective delivery of operational acceptance testing, process and procedure updates, business requirement review & support, client engagement and vendor support.  All to support the teams administering services for clients in Australia. We are the first point of contact and trusted to provide accurate information about our propositions and resolve issues that arise, which sometimes means escalating to the appropriate team. 

The team provide factual information to assist clients in making informed decisions and support administrative processing to ensure service objectives are met.

Specific Role Responsibilities

• Ensures that there is a business perspective on how any new technical capabilities will be integrated into the business

• Review new or re-engineered processes end to end including gap analysis, process improvement, design, documentation, operational readiness and implementation.

• Ensure process changes are firmly embedded and understood by the business which includes procedure and training documentation  

• Develop and design testing scenarios and test plans that can be leveraged for existing and future projects, this includes ensuring that tests reflect realistic operational business conditions and processes.

• Lead and manage project activities including initiation, planning, management and execution of implementation tasks and deliverables

• Analyse data to identify trends, discrepancies, and areas for improvement

• Undertake post implementation reviews and ensure that lessons learned are captured and shared

• Supports and engages with experts and stakeholders to ensure continuous improvements are identified.

• Ensures the correct implementation of standards and procedures.

• Actively contributes to the development of new operational initiatives and ensure successful implementation

• Proactively works to ensure effective working relationships within the team and with those whom the team interacts with. 

• Undertake any other projects/tasks as may reasonably be required to facilitate the smooth transition and management of the Customer Experience Team.

Experience/Attributes required

• Minimum 5 years’ professional experience in the financial service industry;

• Strong understanding of the Australian financial services industry, regulations and obligations with particular emphasis on the provision of superannuation, wealth and financial advisory support services as part of a platform proposition.

• Subject matter expertise in Business procedure documentation

• Excellent communication and interpersonal skills

• High proficiency in use of Excel, Powerpoint and Visio and other resource tools for tracking and reporting needs (Jira, Microsoft Project, Teams)

• Confident, and able to take initiative given client and delivery focused environment;

• Demonstrable track record of building relationships, dealing with key stakeholders of an organisation internally and externally

• Attitude to execute, deliver and succeed;

• Analytical thinking and problem solving abilities;

• Excellent organisational and time management skills;

• Have strong attention to detail;

• Confident, proactive and able to take initiative;

• Highly developed written and oral communication skills;

• Ability to work under pressure to multiple firm deadlines;

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.