Retail Pensions Process Specialist

Fidelity International; Tadworth; Hybrid; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible working

Job summary

Fidelity International in the UK manages SIPP product growth through a dedicated Benefits team handling complex tasks such as Pension Sharing Orders, QROPS transfers, benefit calculations, and payroll management. The role requires strong SIPP/DC/DB administration experience, HMRC rules knowledge, and MiFID II K&C alignment.

You will work across teams to ensure accurate service delivery and regulatory compliance.

Qualifications

• Proven SIPP/DC/DB administration experience
• Excellent knowledge of HMRC rules governing pension transfers and benefit payments
• IOC1 MiFID II K&C Qualification aligned; FA2 desirable
• Ability to multitask against tight deadlines
• Numerate and computer literate (Excel, Word, PowerPoint & Outlook)
• Direct contact with clients and internal stakeholders to resolve queries
• Maintenance and updating of team procedures, process flows, and quick guides after changes
• Oversight of process risks and adherence to reporting and data quality rules

Responsibilities

• Manage daily workloads, address queries, and handle escalated or complaint cases
• Collaborate across teams to identify process improvements and enhance customer experience
• Direct contact with clients and internal stakeholders to proactively resolve outstanding operational queries
• Escalate issues with regulatory, reputational, or financial risk to management
• Maintain and update team procedures, process flows, and quick guides
• Contribute to daily targets through timely, high-quality client service

Skills

SIPP administration

Regulatory/compliance awareness

Client service

Education

IOC1 MiFID II K&C Qualification

FA2 Qualification desirable

Tools

Excel

Word

PowerPoint

Outlook

Job description

Retail SIPP Benefits team plays a pivotal role in managing the rapid growth of our SIPP product within the business. The UK Benefits team handles complex elements of SIPP administration tasks, such as processing Pension Sharing Orders for Divorce cases, QROPS (Overseas) Transfers, Benefit Calculations and Payments, Payroll Management, Online exception processes, and Customer Contact tasks aimed at addressing NIGO queries directly with PI, Wealth, and advised clients. About your role

• Ability to effectively manage daily workloads, address queries, and handle escalated or complaint cases
• In-depth understanding of SIPP Benefits Processes in both UK and India roles
• Skillful management of technical or complex client instructions to ensure optimal client outcomes
• Oversight of process risks and adherence to reporting and data quality rules related to owned processes
• Maintenance and updating of team procedures, process flows, and quick guides following process changes or improvements
• Consistent and significant contribution to the team's daily targets through timely, proactive, and high-quality client services
• Appropriate escalation of issues to management, especially those posing regulatory, reputational, or financial risks
• Direct contact with clients and internal stakeholders to proactively resolve any outstanding operational queries.
• Collaboration within and across teams to identify and address common themes for enhancing overall processes and customer experience
• Generation of ideas and active participation in projects contributing to the team's overall success
  Proven SIPP/DC/DB administration experience
• Excellent knowledge of HMRC rules which govern pension transfers and benefit payments
• IOC1 Qualification in line with MiFID II K&C Role classification. FA2 Qualification desirable.
• Ability to complete multiple tasks against tight deadlines
• Accuracy and attention to detail in all aspects of service delivery, documentation and reporting.
• Confidence to question internal processes and encourage improvement.
• Numerate and computer literate (Excel, Word, PowerPoint & Outlook)
• Prior experience in a Phones or Customer Services based role would be helpful.
  For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.