CLIENT SERVICE DELIVERY MANAGER

About the job

· Serving as the main point of contact responsible for the day-to-day relationship and service delivery to Quai’s Corporate Clients.

· 35 hours per week, Monday to Friday with flexible working hours.

· Based in Peterborough with a hybrid working approach.

Responsibilities

· Serve as the primary point of contact for the Corporate Clients, addressing inquiries, providing updates, and ensuring clear and effective communications throughout.

· Establish and maintain strong relationships with key stakeholders within the Corporate Client’s organisation.

· Develop a deep understanding of the Corporate Client’s business.

· Act as a primary point of the Corporate Client’s contact to coordinate resolution of service incidents and escalation of technical and operational issues.

· Collaborating with internal teams and stakeholders to ensure alignment of client needs and objectives. Acting as the ‘voice’ of the Corporate Client and challenging outcomes where necessary.

· Monitoring Corporate Client satisfaction levels, gathering feedback and taking proactive measures to ensure high levels of client service.

· Annual review of existing Corporate Client Service Level Agreements (SLAs) , ensuring any changes to the agreed services are updated, reviewed, and signed off by both internal and external stakeholders.

· Production of new Corporate Client SLAs, working with both internal and external stakeholders to obtain sign off.

· Documenting any changes requested by the Corporate Client to the agreed services and presenting them through the internal change control process, ensuring any costs are agreed with the Corporate Client and billed accordingly.

· Chairing regular service meetings in accordance with the SLA, ensuring actions are documented and working with internal and external stakeholders to complete any actions assigned to them.

· Ensuring appropriate oversight and governance meetings are conducted in accordance with the SLA; defining the agenda, chairing the meetings, documenting minutes and following up on actions.

· Participate in the new Corporate Client onboarding process to establish early relationships with the Corporate Client.

Skills

· Outgoing and personable with a proven ability to build strong relationships and trust.

· Excellent communication skills both written and verbal.

· Ability to manage discussions involving multiple stakeholders with varying degrees of seniority.

· Solution oriented.

· Ability to work under pressure when required, and the passion to go the extra mile when needed.

· Ability to manage multiple relationships simultaneously, working both independently and collaboratively as part of a team.

· A positive attitude and a flexible and adaptable approach to work.

· A good understanding of savings and investment products.

TECHNOLOGY MANAGER

JOB DESCRIPTION

Overall purpose of the job

The Technology Manager at Quai plays a crucial role in managing Quai’s Technology Team and is pivotal to the Technology Department’s overall success. This role will be a part of Quai’s Management Team reporting to the Technology and Transformation Director and will collaborate closely with all members of the Technology, Operations, Compliance and Client Relations teams.

About Quai Digital

Established in 2011 by a team of experienced industry specialists in pension savings and investments, Quai Digital provides a number of business model solutions, inclusive of outsourced services to regulated companies to administer their savings and investment products.

Quai uses the highest quality digital services rapid development technology to assist customers with engagement in their savings and investment products. As an administrator Quai build and maintain digital solutions for savings and investment products.

Following the acquisition of Intelligent Money’s business and assets in May 2024, Quai is entering into a further exciting period of growth and transformation.

Key responsibilities and accountabilities

· Contribute to the development and execution of the company's business Technology and Transformation strategy, ensuring alignment with overall organisational goals and objectives.

· Foster a culture of innovation, collaboration, and continuous improvement within the organisation to support successful business Technology.

· Oversight and management of all technology functions of the company with expert knowledge of the industry’s best practice

· Line management of the Technology team; (development and production support) including mentoring, coaching appraisals and performance reviews

· Providing Senior Management with regular updates relating to system infrastructure and team performance, service desk data/metrics, key risks and challenges and any resulting action or mitigation plans

· Responsible for the day to day management and implementation of technical and desktop infrastructure and security policies

· Ensuring that Root Cause Analysis is performed on service desk tickets, with the purpose of identifying emerging trends; with the overall objective of ensuing that both the internal and external client journey is improved upon from both a usability and capacity creation perspective

· Aligning technology infrastructure with current and future business requirements and goals

· Managing daily operations of network and server infrastructure, inclusive of software licensing requirements

· Assessing and purchasing of new and replacement hardware together with monitoring and maintaining technology assets register

· Maintain and review all policies and procedures related to the Technology department

· Overall day-today- administration of all system devices and peripherals, inclusive of telephony

· Managing budgets, forecast and enforcing cost effective companywide in respect to technology

· Ensuring effective collaboration and stakeholder management of self and team, with all areas of the business

· Stay updated with the latest industry trends, best practices, and emerging technologies related to, and apply them to drive continuous improvement.

Other features of the job

· 35 hours per week based on a flexible working model Monday to Friday.

· Hybrid working model - typically 2 – 3 days per week in the office.

Location

· Quai digital, 16 Tesla Court, Innovation Way, Peterborough, PE2 6FL

Technical knowledge and experience:

· Minimum 3 years of experience in an IT background

· Ability to assess and recruit top talent, train new staff, supervise and motivate team members for high performance

· Ideally experience within a Fintech environment

· Experience coordinating installations, upgrades, and maintenance

· Experience managing a team of developers

· Ability to identify software requirements

· Knowledge of architecture processes and performance reports of operating systems

· Strong understanding of business processes, operations, and organizational dynamics.

· Exceptional management and interpersonal skills, with the ability to influence and motivate teams and senior stakeholders.

· Strong analytical and problem-solving abilities, with the capacity to think strategically and translate insights into actionable plans.

· Excellent communication and presentation skills, with the ability to effectively convey complex concepts and ideas to diverse audiences.

· Proactive and self-motivated, with a strong drive for continuous learning and professional development.

Education, qualification and special training

· Educated to degree level or relevant professional qualifications

· 3 years or more experience in Technology and IT Management

· Hands on approach to lead a technical and experienced teams – with the ability to lead by example.

· Project Management.