Job Description

The Head of Client Relationships is accountable for overall performance, growth and strategic development of a portfolio of FNZ clients. Operating as a player/coach, the role combines executive ownership of FNZ’s most strategic client relationships with leadership of Client Directors responsible for day-to-day account delivery.

The role provides strategic oversight across multiple clients, ensuring consistent, high-quality delivery of the FNZ platform services, alignment to FNZs go to market strategy, and achievement of financial, operational and customer satisfaction outcomes.

The role holder acts as the senior client sponsor for priority accounts, escalations and commercial outcomes, while coaching and developing Client Directors to deliver predictable, scalable performance across the client portfolio.

The Head of Client Relationships works in close partnership with Service Delivery, Portfolio, Product and Commercial leadership to ensure delivery excellence, structural alignment and a coherent client experience across all touchpoints.

Specific Role Responsibilities

Portfolio & Customer Leadership

• Accountable for FNZ’s overall relationship, reputation and executive engagement across a defined portfolio of clients
• Sets and owns portfolio-level customer satisfaction targets and improvement plans
• Acts as senior escalation point for client issues, risks and commercials
• Ensures consistent client experience and engagement model across all accounts

Client Director Leadership & Capability

• Leads, coaches and develops Client Directors responsible for individual client relationships
• Sets clear expectations for performance, governance, commercial outcomes and client engagement
• Ensures Client Directors operate effectively as “mini-GMs” for their accounts
• Builds succession and capability depth within the client leadership community
• Delivery Governance & Matrix Leadership
• Accountable for end-to-end delivery outcomes across the client portfolio
• Provides governance and directional leadership across change and run activities

Holds matrix accountability over:

• Service Delivery Managers
• Portfolio Directors
• Ensures delivery priorities, capacity and sequencing are aligned to client commitments and FNZ strategy
• Intervenes early where delivery, quality or risk thresholds are breached

Commercial & Financial Outcomes

• Accountable for revenue, margin and growth across the client portfolio
• Owns forecasting, pipeline health and revenue risk mitigation at portfolio level
• Ensures Client Directors deliver quarter-on-quarter revenue and FUM targets
• Drives disciplined commercial governance, pricing consistency and deal quality

Strategic Growth & Go-to-Market Alignment

• Owns alignment of client strategy with FNZ’s go-to-market approach and target operating model
• Ensures clients are positioned into the correct delivery, service and commercial structures
• Partners with Product, Sales and Commercial teams to:

• Shape propositions
• Inform roadmap priorities
• Support new sales, migrations and expansions
• Identifies repeatable growth opportunities and scalable solutions across the client base

Risk, Regulation & Assurance

• Accountable for risk, compliance and regulatory outcomes across clients
• Ensures consistent risk visibility and reporting across the portfolio
• Provides assurance to clients and FNZ leadership on control effectiveness
• Oversees audit interactions and closure of findings across clients

Experience Required

• Proven experience leading multiple client relationships or portfolios
• Demonstrated success managing and developing senior client leaders
• Experience operating in matrixed, complex delivery environments
• Strong commercial and strategic decision-making capability at enterprise level
• Experience shaping or executing go-to-market strategy in complex services environment

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 the world’s leading financial institutions, with over US$2.5 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.