Technical Manager - Improvement Technical Manager - Improvement …

Fidelity International
in Tadworth, England, United Kingdom
Permanent, Full time
Last application, 09 Jul 20
Negotiable
Fidelity International
in Tadworth, England, United Kingdom
Permanent, Full time
Last application, 09 Jul 20
Negotiable
As a manager or senior manager in the Improvement Team in Client Services you will provide support in preparing the Client Services teams to manage any impacts as the result of business, propositional or regulatory change. This role is supporting Workplace Investing Improvements specifically. The key focus is consistent with the desire to provide excellent customer service to clients, advisers and market counterparties yet maintaining focus on efficiency within Client Services.

Title: Technical Manager / Senior Manager - Improvement

Department: Client Services

Location: UK / Dublin

Reports To: Senior Manager - Client Services

About Fidelity International

Fidelity International offers world class investment solutions and retirement expertise. We are a privately owned, independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help our clients achieve their financial goals.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

Find out more about what we do, our history, and how you could be a part of our future at www.fidelityrecruitment.com/europe/about-us

Our Values

All of our people must be able to demonstrate affinity with the Fidelity core values:

Innovation - Being willing to experiment and try new and better ways to serve our clients.

Integrity - Taking personal responsibility for always acting in the best interests of our clients.

Excellence - Striving to be the best while knowing we can always be better next time.

Our Behaviours

All of our people must be able to operate in accordance with our behaviours:

Commitment - We are committed to our clients and proud to work for Fidelity. We push through obstacles to make things happen; we make decisions quickly and thoughtfully. We are individually committed to building a culture of excellence.

Collaboration - We collaborate with colleagues, seek alternative views, invite different ideas and always challenge traditional thinking. This approach allows us to create a whole that is much greater than the sum of its parts.

Client Focus - We are expected to, and measured on, our ability to put our client first. We go the extra mile to understand their needs and strive to exceed their expectations. We listen carefully, we communicate clearly, and we're quick to respond. We're respectful of the trust placed in us to manage their money.

Fidelity in Ireland

Fidelity International has operated in Ireland since 2000 and is home to the Fidelity International Irish business (FIL Fund Management, FIL Life Insurance and FIL Transaction Services). Our core business activities are focused around the provision of Fund Accounting, Investment Operations, Treasury, Foreign exchange and Client Services.

Late 2015 we announced the creation of a global shared services structure reflecting our desire to design a global organisation in line with our strategic vision to deliver better futures for our clients. This function plays an essential role in strengthening our culture of continuous improvement enabling us to create simpler, more automated, and scalable and lower-risk ways of meeting clients' needs quickly

This exciting venture in one of Europe's largest financial services centres creates significant opportunities for those looking to grow their careers in an international company.

Department Overview

Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.

What you'll do

As a manager or senior manager in the Improvement Team in Client Services you will provide support in preparing the Client Services teams to manage any impacts as the result of business, propositional or regulatory change. This role is supporting Workplace Investing Improvements specifically. The key focus is consistent with the desire to provide excellent customer service to clients, advisers and market counterparties yet maintaining focus on efficiency within Client Services.

Your Key Accountabilities

  • Reviewing change and project proposals to determine impacts on general client experience and the Client Services department.
  • Think strategically, considering impacts and changes across all changes to ensure nothing falls between the gaps.
  • Challenge existing processes, considering changes to be made to increase efficiency.
  • Ensure that requirements are captured to continually improve the client experience and increase internal efficiencies.
  • Recognise and escalate risks associated with the roll out of change.
  • Identifying where new and updated content for is required for ASK SID and providing content.
  • Conducting letter reviews for project mailings to ensure that customer communications are clear, accurate and with appropriate calls to action.
  • Implement and hand over effective measures and procedures for day to day business as usual as part of the implementation of all projects.
  • Seek representation from subject matter experts or process owners from within Client Services to ensure that all impacted areas are captured and that processes are updated.
  • Supporting project readiness activity.
  • To engage other support functions such as training and technical teams to manage the operational readiness programme associated with initiatives.
  • Supporting communication activities to Client Services teams.
  • Assessment of additional resourcing requirements associated with business change initiatives.
  • Line management of small team.
  • Willingness to work weekends or out-of-hours when required.

    Your Skills and Experience

  • Excellent communication skills - both written and verbal, demonstrated in a complex business environment.
  • Excellent interpersonal skills and the ability to influence others.
  • Experience of working in the Workplace Investing business, knowledge of the pension environment.
  • Self-starter, demonstrating a good use of initiative.
  • Accuracy and attention to detail essential.
  • Problem resolution skills, with the ability to think laterally, in order to offer solutions to ensure client satisfaction.
  • Excellent organisation and planning skills.
  • Proven experience and commitment to customer service.
  • Ability to work under pressure and to tight deadlines.
  • Willingness to learn new systems and skills.
  • Ability to summarise detail in order to highlight key concerns and make recommendations.
  • Experience within a project environment would be advantageous, preferably in a lead capacity.
  • Experience in a letter-writing or letter review role.
  • Create and maintain knowledge of internal customer services systems.

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