The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Summary of the position

The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support. The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients. This role is extremely varied and will be expected to manage a variety of enquiries and deliverables.

The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.

Outline of main duties and responsibilities

The Service Delivery Manager will be expected to:

• Focus on Report Analysis responsible for collecting, analyzing, and presenting data to support business decision-making. This role involves designing and maintaining reporting systems, ensuring data accuracy, and delivering insights that improve operational efficiency and strategic.
• Gather, validate, and interpret data from multiple sources. Develop, maintain, and automate recurring reports and dashboards.
• Collaborate with stakeholders to understand reporting requirements.
• Present findings in clear, concise formats for management and operational teams.
• Support ad-hoc reporting requests and special projects.
• Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements;
• Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments;
• Provide first line support to clients on system related matters and queries, specifically TCube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments;

• Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring;

• Analysis , documentation , testing and implementation of changes to business processes , business requirements, reporting , correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
• Support and manage the project and the on-boarding and migration of new clients
• Implementing efficiencies through increased automation and synergies across the various products;
• Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;
• Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and experience required

• A minimum of 4 years work experience in this sector,
• A relevant tertiary qualification would be advantageous;
• Knowledge of the applicable LISP and CIS legislative environment
• Strong proficiency in Excel, SQL, and reporting tools (e.g., Power BI, Tableau).
• Analytical mindset with attention to detail and accuracy.
• Excellent communication skills for presenting complex data clearly.
• Ability to manage multiple priorities and meet deadlines.
• Strong business acumen with excellent numeracy and a logical and analytical approach;
• Strong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
• Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous

Reporting structure

The Service Delivery Manager - TA reports to Manager – Service Delivery Management

Remuneration level

Remuneration will be market related and commensurate with experience and seniority.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.