About your team

Workplace Investing (WI) Operations supports and maintains pension administration services for a wide range of corporate clients. The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.

Workplace Investing Retirements teams is AA rated process that handles Disinvestment requests and producing Retirement Projections for Workplace Investing members and Financial Advisers.

DC Retirements team is responsible to process few key critical tasks :

• Processing retirement disinvestments requests received from members/ trustees, monthly average volumes is ≈ 1,300 members.

• Issuing legal & regulatory and non-regulatory packs to members/ trustees/ third party approaching retirement age, monthly average volumes is ≈ 5,500 members.

• Handling Mailbox, CAM - Audit requests, sale control reports and issuing Manual payment forms and payment letters.

• Recording benefit crystallisation events, RTI tax submissions, tax charge and reportable events to HMRC.

Any impact on resources may have an adverse impact on meeting Client commitments, Service Level Agreements and Regulatory deadlines.

About your role

Individual selected for the role is expected to provide supervisory cover for effective management of day-to-day Operational tasks and also act as a leader for a team of Associates/Senior Associates & Process specialists to guide them on their career development. The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity values.

About you

• Approach issues with a customer centric perspective to ensure consistent customer delight.

• Drives customer service culture through coaching and developing team.

• Drives forward ideas for improvements to environment/ service / procedures, obtaining feedback and approval from peers and manager.

• Manages and prioritises daily activities and processes in order to maintain SLAs.

• Takes responsibility for handling and escalating issues/concerns identified

• Develops and maintains thorough knowledge of all systems, processes and procedures relating to department

• Acts as role model to the team – leads by example.

• Coaches and develops individuals through each stage of their role; completes appraisal reviews twice-yearly; produces coaching and development plan for each member of the team by holding regular One to Ones

• Provides guidance to team members on career development

• Focuses team on business goals and priorities through a variety of channels, setting team goals and delegating responsibilities as required.

• Manages poor performance, escalating to Manager and HR where necessary

• Uses a variety of channels to ensure information is disseminated to team in most effective manner; follows up with team to ensure information is understood.

• Builds and maintains relationships and communication channels with internal customers.

• Provides regular updates to Management on trends and issues, team performance, escalated issues/ problems, project work.

• Keeps peers in other departments updated on team activities, customer/ risk issues, performance issues and projects.

• Review, organise and coordinate the business contingency plans for Institutional Operations.

• Represents Department/Fidelity in internal and external meetings.

• Undertakes delegated project work, updating management and peers on progress.

• Identify, suggest, review and progress process improvement ideas and customer experience ideas

• Participate actively in recruitment process and support on boarding of right talent

• Understand and comply with Fidelity rules including the Code of Ethics, Information Policy, Data Protection Act guidelines and Treating Customers Fairly.

Experience and Qualifications Required

• 3-5 years of relevant experience with sufficient exposure in managing issues.

• Knowledge of UK/Europe financial services industry is a must and prior UK Pensions Knowledge would be an added advantage

• Understanding of regulatory bodies and framework within UK pensions

• Understanding of UK financial services markets and mutual funds and broader understanding of regulatory framework.

• Has demonstrated the 7 principles of customer service in previous roles. See Less