Senior Manager, Client Support & Service Excellence

Fidelity International; Tadworth; On-site; GBP 90,000 - 120,000; Full time

Job description

Within GPS Distribution Service and Support, the Service Excellence Centre is a multi-channel department that consists of three main functions; Client Support, Client Enablement and Change and Governance. We promote a culture of inclusion, collaboration, empowerment and delivery.

• The Client Support function works with new and existing clients, internal Stakeholders and third parties to deliver scalable service and support that is consistently of the highest quality, utilising industry best practise.
• The Client Enablement function's primary focus is to produce reporting for clients, internal stakeholders and third parties, focusing on a consistent and high quality delivery.
• The Change and Governance function facilitates employees solving their daily challenges and breaking down silos. We provide the framework for continuous improvement, collaborating initiatives in the pursuit of excellent client service.

About your role

The purpose of the Client Support Senior Manager role is to oversee the operation of the Client Support team and is responsible for the day to day activities and guidance of the team members.This will involved daily planning, problem solving, task oversight as well as supporting the implementation of FIL's wider strategy. This is a player /coach role, the expectation will be that the successful candidate will get involved in new business activity. The purpose of the Client Support team is to provide support to our internal Stakeholders, external clients and third parties.The team are responsible for support on new business acquisitions and business retention, supporting client & consultant site visits and pitches and capacity and pipeline oversight for new business, client driven change and business retention activity.

• Resource allocation and day to day management of workloads ensuring that all service levels are adhered to and our clients have a positive experience.
• All people leadership responsibilities, to include:
  • SMART goal setting and reviews.
  • Performance management to develop the team members to be successful in the role.
  • To keep the team appraised of aspects from the wider business and ensure they understand how this relates contextually to their activity.
• Lead the end-to-end co-ordination of responses for prospective clients, advisers and consultants, from RFPs requests through to pitches and site visits.
• Remove blockers to enable team members to complete their work efficiently and accurately.
• Design and implement a workflow for requests that will provide the necessary controls and supports MI reporting requirements.
• Creation of management information, to make evidence based management decisions and to provide assessments of the team's position.
• Formulate the team structure to ensure accurate and efficient delivery of all client / third party / internal Stakeholder requests.
• Develop internal relationships to agree response times to ensure clients requirements are fulfilled within required timescales.
• Provide support team members when dealing with escalated and complex queries, discussing requirements with clients and third parties, negotiating delivery timelines.
• Implement processes and procedures to improve the consistency of the team's delivery, utilising tools available within the organisations architecture.
• Support the team to enable them to successfully deliver all aspects of the Client Support role and responsibilities.
• Support the WI Implementation Ops Associate Director in implementing strategic change to deliver risk reduction, efficiency and an enhanced client experience.
• Thought leadership - devising ideas for change and encouraging better ways of working.
• Lead by example by demonstrating positive behaviours, proactively helping other team members, collaborating with other FIL teams, mentoring/coaching, assisting in introducing and embedding culture change from the Pecan programme.

Minimum requirements

• Minimum of 7 years financial services experience.
• Minimum of 3 years team management experience.
• Good knowledge of pension regulations and legislation.
• Excellent communication and listening skills.
• Strong negotiation and stakeholder management skills.
• Strong interpersonal and people skills.
• Awareness of project management and process improvement methodologies.
• Ability to identify and explain the impact of their actions and the customer needs within the role.
• Ability to guide and train others in the risk control functions and regulatory aspect of a process.
• Comprehensive understanding of MS Office including PowerPoint.
• Able to make data driven recommendations.

Competencies (Preferred)

• Project Management experience.
• Strong understanding of the FIL services provided, our products and services and is able to evidence use of this to shape decisions.
• Professional qualifications would be an advantage (e.g. APMI, ACII, FPC, QPA, CF1, FA2).
• Has the ability to guide and explain the customer journey.
• Previous pensions operational management experience.

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.

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.