Head of Production Support

Role Description

What would you accomplish as the Head of Production Support?

The Head of Production Support would be a leader and expert in ensuring efficient customer support, production technical support and service management to all clients across all FNZ Products. You would be a part of the CIO function of FNZ. You would lead, mentor and support the production analyst and developer team. You would analyze, investigate, and allocate for resolution and closure for all issues.

The Head of Production Support is a great team communicator and confident in partnering with internal and external clients. They are passionate about creating innovative solutions for customers. The Head of Production Support has excellent organizational, administration and time management skills as well as proven problem-solving skills. We value new teammates who have the ability to learn quickly in a dynamic fast-paced industry.

The Head of Production Support would also be responsible for these key areas:

• As a growing company in North America we need an active and solution driven leader to continually assist with efficiencies, reporting and client centric partnership with all aspects of the business.

• Lead the effective delivery of FNZ support through effective local management.

• Work closely with the Head of Production Monitoring to create a robust and repeatable solution for monitoring of the application and business processes.

• Lead, challenge and contribute to the development of short, medium, and long-term strategies (including action plans and targets) for Production Support

• Lead and oversee the development of a strategic technology solution that meets the objectives of the business and allows the firm to be scalable, productive, meet service delivery standards and compliant for future changes, upgrades, and enhancements.

• Lead, direct and oversee, Production Support leadership management strategy, culture, services, and methodology to adjust to changing regulations and expectations, ensuring the team are fully motivated and have clear career paths and direction.

• Manage senior relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results and protection for clients and the business.

• Take ownership of the internal stakeholders and positively manage the relationships globally to create a positive, collaborative, and engaged relationship.

• Manage the relationship with external stakeholders in relation to Production issues, service standards, change and risk including clients, custodians, consultants, potential clients, third parties, regulators, and non-executive directors.

• Be responsible for the release activities relating to production through the change release board to ensure safe delivery of all changes (code, script and schema) to the Production Environment.

Experience required

What we are looking for:

• 5 years experience in Client facing or Lead role or strong management experience or equivalent market position

• Bachelor's degree or equivalent years of experience.

• Ability to learn quickly in a dynamic fast-paced industry.

• Enjoy working as part of a high-performance team.

• Passionate about creating innovative solutions for customers.

• Highly logical.

• Highly self-motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.

• Superior analytical thinking and keen attention to detail.

• Proven problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent organizational, administration and time management skills.

• Good team communication skills, confident in dealing with internal and external clients.

• Passionate about providing an excellent service experience for our clients;

• Highly developed written and oral communication skills.

Experience preferred

• Intermediate SQL skills;

• Interest / familiarity with financial markets and products beneficial but not essential;

• Experience with ITIL, KPI management

What FNZ offers:

• A competitive base salary, bonus, and paid time off.

• FNZ will match pension plan contributions at 150%,up to 4% total Employee Contribution.

• Employer-paid medical, dental and vision insurance, and more.

• We are mission-led - work at the heart of a purpose-led organization where you can be proud of the impact you make, every day. Where you'll transform the way over 20 million people invest, making wealth management more accessible, sustainable and transparent to more people.

• Learning & development - Placing emphasis on a willingness to learn, to think differently, to be creative and to help drive innovation.

• Be part of a highly successful, rapidly growing, Pre-IPO global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies;

• We provide global career opportunities for our best employees at any of our offices in the US, Canada, UK, Czech Republic, Asia, Australia or New Zealand

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 comprises four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders worldwide.

• Customer obsessed for the long-term

• Think big and make an impact

• Act now and own it all the way

• Challenge, commit and win together.

#LI-BE

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.