Service Delivery Manager Fund Administration

Job description

About the Role:

As our Service Delivery Manager – Fund Administration, you’ll play a pivotal role in driving operational excellence through the strategic management of our key vendor relationships.

This is a high-impact role where your ability to influence, collaborate, and lead will directly shape the quality and efficiency of our Fund Administration services.

You’ll be the central point of coordination between internal stakeholders and external vendors, ensuring seamless service delivery that meets our performance standards and supports our growth ambitions.

You’ll lead vendor engagements and be responsible for driving process improvements and automation initiatives that enhance both day-to-day operations and ensuring the successful delivery of large-scale projects.

Success in this role comes from building strong partnerships, delivering service excellence, and leading process improvements.

You’ll thrive in a fast-paced environment where collaboration and accountability drive meaningful outcomes.

Key Responsibilities

Vendor Relationship Management

• Establish and maintain strong, collaborative relationships with Fund Administration vendors (e.g Apex).
  
  
• Act as the voice of the business to vendors and vice versa, ensuring alignment and mutual understanding.
  
  
• Hold vendors accountable for delivery across projects, enhancements, incidents, and overall performance.
  
  
• Facilitate onboarding and offboarding of vendors in line with service agreements and SLAs.

Reporting & Process Improvement

• Conduct regular performance reviews in line with monitoring frameworks.
  
  
• Align vendor outputs with business requirements to create operational synergies.
  
  
• Lead service uplift initiatives and drive automation and process streamlining.
  
  
• Develop and maintain a consistent engagement model across all vendors.
  
  

Data & Insights

• Build and maintain a Vendor Management Dashboard to report performance insights to stakeholders including GM’s and the Executive Leadership Team.
  
  
• Provide evidence and monitor of service improvement through automation and efficiency gains.
  
  

Skills and Experience

Vendor Management & Relationship Building

• Proven experience managing external vendors, including monitoring performance, ensuring contract compliance, and maintaining service level expectations.
  
  
• Strong negotiation skills with the ability to hold vendors accountable and drive continuous service improvements.
  
  
• Skilled at building and maintaining effective relationships with internal teams and external partners to ensure alignment and collaboration.
  
  

Operational & Strategic Thinking

• Demonstrated ability to lead process improvement and automation initiatives.
  
  
• Strong analytical and problem-solving skills, with the ability to assess risk and make informed decisions.
  
  
• Experience in developing and implementing engagement frameworks across multiple service providers.
  
  
• Ability to work independently, take ownership, and deliver outcomes within tight timeframes.
  
  
• Strong decision-making capability and confidence in navigating complex situations.
  
  

Compliance & Reporting

• Understanding of compliance obligations and experience working within regulatory frameworks.
  
  
• Ability to produce and interpret vendor performance reports and dashboards.
  
  
• Familiarity with service level agreements and consequence frameworks.
  
  
• Excellent written and verbal communication skills, with the ability to influence and engage at all levels.
  
  
• Skilled in translating business needs into vendor deliverables and creating synergies across organisations.
  
  

Why Fisher Funds?

Fisher Funds is one of New Zealand’s leading investment management firms, with a strong focus on delivering long-term value for our clients.

At Fisher Funds, we don’t just manage wealth; we help Kiwis secure their financial futures.

Here’s what makes us stand out:

Wellbeing First: Enjoy Southern Cross Health Insurance and life insurance coverage.

Grow Your Career: Access professional development opportunities to reach your full potential.

Enhanced leave: A generous parental leave package, community leave so you can volunteer in a way that is meaningful to you, and birthday leave so you can celebrate with your nearest and dearest.

Collaborative Culture: Join a team that values support, innovation, and having fun while doing meaningful work.

About Fisher Funds:

Fisher Funds is one of New Zealand’s largest specialist wealth management companies, operating for 25 years.

We’re on a mission to help Kiwis realise their ambitions by making investing accessible and enjoyable.

We currently support nearly 500,000 Kiwis on their investment journey across KiwiSaver and Managed Funds products, with over $24 billion in funds under management.

Our in-house investment team is one of the largest and most experienced in New Zealand investing in a range of portfolios throughout the world

We have one of the largest client services teams in New Zealand and an award-winning one at that.

This is a genuinely collaborative team environment, where everyone is passionate about their work and the positive impact they can make.

For successful candidates, Fisher Funds conducts mandatory background screening in accordance with current legislation (including police and credit checks as part of our interview process).

To apply for this vacancy, you also MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

Required Skill Profession

Professional Services