Customer Success Manager - Fnality UK

Introduction

Here at Fnality, we are powering the future of finance, together: combining best in class technology with free-flowing creativity, and expertise that can make business better for everyone. There are no precedents for what we’re doing. With you on our side, we’ll be setting new ones every day.

In a complex world, we are here to bring clarity and make positive change.

Fnality UK Limited (Fnality UK) is a new entity within the Fnality Global Payments ecosystem, the operator of a new regulated payment system for the United Kingdom. We operate in a Remote first environment, this role will be remote with the requirement for occasional travel to our London office.

The Customer Success Manager Role (Objectives and duties of the Role):

Fnality UK is looking for a Customer Success Manager who can demonstrate competencies which will enable them to successfully:

• Manage Fnality UK participant or bank engagement strategy

• Customer success – develop and manage all client onboarding activities from project kick-off, training, configuration, data migration and launch to accelerate time to first value
• Proactively manage the gateway of participant technical onboarding in sync with the FnPS Operations team in FnUK and FnServices
• Account Management – collaborate directly with various external stakeholders to confirm goals, driving implementation and tailor configuration and communication toward those goals

• Reporting into the Head of Finance for FnUK, who reports to the CEO for FnUK
• No line management responsibility

You will need to take accountability for (Duties of role): 

• Managing, assessing and maintaining the relationships between Fnality and the central banks and other relevant regulators
• Manage the technical onboarding for all assigned new customers; lead onboarding meetings, project manage the onboarding process, and act as the main contact for customers
• Liaison between Fnality the central banks and other relevant regulators, getting them to a level of comfort and understanding
• Demonstrate efficient management of participant processes e.g. payment system ops
• Demonstrate an understanding and always represent the needs of participants and focus on delivering outcomes that solve for their problems

• Evidence of understanding of Fnality systems, good customer service, appropriate escalation, incident management, problem management, and adherence to SLAs where applicable
• Management of partnership relationships for new use cases where Sterling FnPS will provide the payment leg for transactions
• Evaluating the change to the user or business platform for the purpose of informing the blueprint to advise on common challenges and issues with the implementation of Fnality products
• Using the onboarding and offboarding Blueprint as a guiding framework, create a customised implementation plan to implement Fnality products
• Managing the successful implementation of Fnality products into new members, users or platform providers

• Practicing regular, transparent communication with users through regular meetings, letters, emails or calls, etc.
• Engage in discussions with the legal counsels and applicable representatives to ensure they are confident with rulebook
• Conducting formal central bank meetings quarterly (at minimum) and ad hoc to provide a high-level overview of progress and discuss any concerns

Required knowledge, skills and abilities (Person Specification – Essential):

• Excellent customer service relationship and service management skills
• Experience managing multiple consumers (business platforms, users, participants and vendors), and contribute to related commercial and financial negotiations
• Evidence knowledge of dispute resolution, either internally or externally, informally or formally

• Demonstrate knowledge of managing CRM tools, knowledge in CRM cycles and wider relationship management
• Awareness and understanding about the financial concepts and procedures that relate to Fnality, particularly within the wholesale payments landscape, FMIs and the potential use of DLT to enhance the industry
• Is effective in facilitating meaningful collaboration, enabling and empowering stakeholders and teams to deliver against our strategic vision and outcomes
• Is experienced in appropriate and effective stakeholder management with one or more of the following groups: regulators, partners, employees/colleagues, shareholders, participants, central banks
• Able to take a hands-on approach to staying informed, provide insight and guidance to the internal team in addition to Fnality Services as well as providing critical updates to regulators/customers and other external stakeholders

Demonstration of fungibility and flexibility

• Ability to cover for others where appropriate within the 1st line
• Willingness to learn about all aspects of the business

• Proactive engagement on all aspects of the business
• Understanding of risk in an organisation and its importance to its business model

Nice to have (Person Specification – KSA, Desirable):

• Application and understanding of Agile methodologies
• Knowledgeable in decentralisation and why it is important to Fnality from a network, infrastructure and 3rd party point of view
• Has a good working knowledge of FMI regulations and policies and the Bank of England’s regulations and requirements

A bit more about us

Digital transformation is changing our lives, work and businesses. While other sectors evolve however, financial markets remain slow, fragmented and siloed. What the world needs now is a future-facing financial system for the digital age.

At Fnality, we have been speaking – and listening – to the real users of today’s financial systems. From businesses to banks, there is a clear, collective ambition for a simpler, faster, safer and more resilient payment system; one that can move and settle money quickly and efficiently, with minimised risk and much more transparency.

Fnality Global Payments

We are building a new payment system that will enable tokenised, peer-to-peer markets.

Fnality Global Payments (FnGP) will comprise a series of national systems, each regulated in its home jurisdiction. We call each of these a Fnality Payment System (FnPS)

In each payment system, a Fnality settlement asset will act as the settlement/payment asset for any Payment (P), Delivery v, Payment (DvP) or payment vs. payment (PvP) need.

FnGP are underpinned by Distributed Ledger Technology (DLT). The nature of DLT is such that it enables FnGP to:

• Operate a true peer-to-peer market
• Allow for immediate settlement

• Interoperate across business platforms and jurisdictions

The key benefits of the above are:

• Reduced counter-party and credit risk
• Reduced operational risk

• Efficient liquidity management
• An ability to move resources from risk mitigation to business growth

How will we use the information about you?

We will use your personal information to process your application, to enable us to assess your suitability for a role and for other legitimate business purposes such as improving our sites and talent management practices. We may share your data with third parties to achieve these purposes. We will not use or share your information for marketing purposes.

We will take appropriate security measures to safeguard your information in accordance with data protection legislation.

If you would like further information about how your information may be processed by us, please contact us at [email protected].