About the opportunity
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.
Purpose of your role
Individual selected for the role is expected to provide supervisory cover for effective management of day-to-day tasks and also act as a leader for a team of Associates/Senior Associates & Process specialists to guide them on their career development. The role of the individual is to work in tandem with the line Managers across India and UK. The Member Relations India deals with associating the email received, responding to those emails, raising Not In Good Order queries with the client and handling adhoc statement request. All this needs to be done within stringent SLA.
Approach issues with a customer centric perspective to ensure consistent customer delight.
Drives customer service culture through coaching and developing team.
Drive continuous improvement, 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 bi-annually; 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.
Establish and maintain relationships with the UK, Dublin and locally to ensure regular communication is upheld and best practices are shared
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 and projects.
Ensure Business Continuity Plan is in place and that it is periodically tested for effectiveness
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
Experience of working in a dynamic, fast moving, customer focused environment
Self-starter – motivated to work on their own initiative without needing direction
Flexible and adaptable, responds rapidly to changing business needs
Ability to convey difficult messages and take decisions
Leadership attributes – ability to coach and mentor
Approachable, assertive and credible
Communication – effective written and verbal skills, good attention to detail
Ability to prioritize workload and delegate tasks effectively within the team
Knowledge of MS-Excel and PowerPoint will be preferred.
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
About Fidelity International
Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations. We call this new approach "dynamic working".
Find out more about what we do, our history, our new approach of "dynamic working" and how you could be a part of our future at https://careers.fidelityinternational.com/about-us
Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.