Client Services Operations Coordinator (Fixed Term Contract)

Fenergo develops leading SaaS financial technology solutions to improve client lifecycle management (CLM) and support regulatory compliance. We connect the world’s financial institutions with their customers to transform the overall experience and relationship.

We help firms feel safe by continuously monitoring risks and ensuring regulatory compliance. By enabling operational efficiency and digital transformation, we drive value creation to solve the problems of today and anticipate those of tomorrow. Our technology enables financial institutions to transform the end-to-client onboarding and lifecycle experience; continuously monitor risks and ensure regulatory compliance (across KYC, AML, ESG, Tax, SFTR, and Data Privacy frameworks); and enhance operational efficiency.

Since 2009 we have developed best-in-class technology to help future proof financial institutions across the buy- and sell-sides. Today, with a global footprint across 14 countries, we remain committed to creating solutions that enable you to operate in complete confidence.

As the Client Services Operations Coordinator supporting the APAC region, this position will play a key role in supporting all Operations & Financial functions within a Professional Services organisation. The role will lead the Client Services Operations capability of the APAC region ensuring that ongoing administrative and client related tasks are executed correctly. 

This role will report into the SVP of Customer Transformation & Operations (based in New York) and will work closely with the APAC Leadership Team supporting all the Client Services functions in the region, specifically the Chief Customer Officer and Project Management teams, as well as the Global Operations & Finance team. 

Due to the regional and global nature of this role, working flexibly to attend meetings outside of usual business hours will be required at times and will be supported by the company’s flexible working environment.  

This role is a temporary fixed-term Parental Leave cover for 6-8 months and is based in our Sydney office (work from home arrangements supported as per our hybrid working policy, with a minimum 1 day per week office attendance required). Part-time arrangements and other locations may be considered.  

Main Responsibilities

Operational Oversight: 

• OpenAir Updates: Ensure timely creation and maintenance of new project entries, updating project information and project forecasts. Maintain up-to-date documentation to reflect project progress and any changes. 
• Timesheet Submissions: Oversee weekly and end-of-month timesheet submissions, ensuring timely and accurate reporting. Take proactive steps to ensure that all employees submit their timesheets on time. 
• Ownership of SOW Signatory Process: Take ownership of the SOW and PMET, ensuring all necessary parties are aligned and all documentation is signed in a timely manner. 
• Governance over Project Management Documentation: Manage and maintain governance over all project management documentation, including the Paperwork folder, ensuring that all files are up-to-date, complete, and accessible to relevant stakeholders. 
• Stakeholder Communication: Serve as a liaison between project teams, Legal, Finance, Global Ops and leadership to ensure clear communication, expectations management, and alignment on project goals, timelines, and deliverables. 
• Continuous Improvement: Identify opportunities to improve processes and workflows, working with teams to implement changes that increase operational efficiency and effectiveness.
• Weekly Check-ins: Conduct weekly check-ins with the CP and project managers to revisit revenue forecasts, review resourcing demand, and discuss upcoming project needs. 
• Resource Planning/SvD (Supply vs Demand): Ensure effective resource planning by balancing staffing needs against project demand, providing recommendations on resource allocation to maximise efficiency and profitability. Proactively identify any resourcing gaps and drive the necessary mitigation actions to ensure resource availability aligns with project demand.
• Proactive Risk Identification and Mitigation: Anticipate potential operational and financial risks, taking proactive steps to address any concerns and prevent disruptions to project timelines or financial performance. 

Financial Management:

• Budgeting: Lead the development and management of the annual budget, ensuring alignment with company goals, departmental needs, and client-specific requirements. Monitor adherence to the budget throughout the fiscal year. Submit headcount requests in partnership with the People team. 
• Rolling Forecast: Create and maintain weekly and monthly rolling forecasts, adjusting projections as necessary based on changing business conditions, project progress, or resource needs. 
• EOM Sign-Off: EOM financial close process, ensuring accuracy and completeness of all financial data. 
• Chargeability Optimisation: Work closely with project teams to optimize chargeability and revenue, ensuring that the organization's commercial goals are supported by efficient resource allocation. 
• Monitoring Chargeability and Margins: Continuously monitor chargeability and margins at both the resource and project levels. Take corrective actions when required to meet profitability targets and operational efficiency. 
• Deep Dive Analysis: Perform detailed variance analysis, margin analysis, and other ad-hoc financial deep dives as required for special projects, strategic decisions, and operational improvements. 
• Financial Reporting: Oversee the creation, analysis, and distribution of various financial reports, ensuring clarity and transparency for senior management and stakeholders. 
• Invoicing: Manage invoicing processes and follow up with clients on overdue invoices to ensure timely payments and minimise aged receivables. 
• Cost Control and Risk Management: Monitor project costs and ensure proper cost control mechanisms are in place to protect the bottom line. Proactively identify and manage financial risks. 
• Proactive Financial Monitoring: Take a hands-on approach in reviewing financial data daily/weekly to identify emerging trends, potential financial concerns, or opportunities for increased revenue and profitability. 

Other role related responsibilities (such as general project administrative tasks) may be assigned as the team scales as part of ongoing transformation initiatives. 

Requirements

• Strong Excel and Data Analytics skills  
• Experience working within a Professional Services environment 
• Excellent oral and written communication skills as well as excellent presentation skills 
• Strong relationship building and interpersonal skills  
• Knowledge of MS Project and MS Office toolset (Word, Excel and PowerPoint), with the ability to manipulate data in spreadsheets, and create presentations in PowerPoint. 
• Strong attention to detail is a must  
• Ability to interact with all levels of people in a fast-paced environment  
• Ability to work under pressure while remaining flexible, proactive, resourceful and efficient; problem-solving as needed  

Our promise to you  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• C ollaboration: Working together to achieve our best 

• O utcomes: Drive Success in every engagement 

• R espect: A collective feeling of inclusion and belonging 

• E xcellence: Continuously raising the bar 

Benefits

• Private healthcare cover 
• 23 days annual leave 
• 3 company days 
• Annual bonus opportunity 
• Work From Home set-up allowance 
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 
• Buddy system for all new starters 
• Collaborative working environment 
• Extensive training programs, classroom and online, through ‘Fenergo University’ 
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 
• Defined training and role tracking to allow you see and assess your own career development and progress. 
• Active sports and social club 

Diversity, Equality, and Inclusivity 

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.