Job Description

About the Opportunity Job Type: PermanentApplication Deadline: 16 July 2024Title Client Enablement ManagerDepartment GPS Service Excellence CentreLocation BangaloreReports To GPS - WI Implementation Ops Associate DirectorLevel ManagerFidelity 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 atAbout your teamWithin 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\xe2\x80\x99s 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 Enablement Manager role is to provide support to our internal Stakeholders, external clients and third parties. The team are responsible for delivering regular reporting, survey completion, production of MI and audit responses, ensuring timely and accurate fulfilment of all information requests.About youKey responsibilities * Preparation of questionnaire, due diligence and survey responses, utilising generic content as well as tailoring responses to the specifics of the questions.

• Completion of annual pension scheme audits requests.
• Production of management information and standard reporting, to allow the wider Distribution teams to make evidence based decisions.
• Updating of industry and consultant databases to support the sales effort.
• Assisting in the maintenance of Fidelity\xe2\x80\x99s proprietary databases to monitor and record sales prospects.
• Taking ownership of all tasks end to end, to deliver information and responses of the highest quality.
• Analysing and clarifying client information requests to ensure efficient and effective delivery.
• The ability to quickly analyse and absorb information to be able to produce a quality client focused response that meets the required internal controls and governance.
• Liaising with third parties regarding timescales and deliverables, taking into account client requirements alongside operational processes.
• Working alongside internal teams to improve the process and data quality of future submissions.
• Utilising and improve the Q&A repository, including controls and governance to ensure that the information remains valid.

• Developing internal relationships to agree response times to ensure clients requirements are fulfilled within required timescales.
• Work with auditors to streamline the process, building in efficiencies and standard responses.
• 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.

Competencies (Compulsory)

• Exceptional written and spoken English.
• Minimum of 3 years UK pensions experience.
• Strong Excel and data analysis skills.
• 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
• 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.

Feel rewardedFor starters, we\xe2\x80\x99ll offer you a comprehensive benefits package. We\xe2\x80\x99ll value your wellbeing and support your development. And we\xe2\x80\x99ll be as flexible as we can about where and when you work \xe2\x80\x93 finding a balance that works for all of us. It\xe2\x80\x99s 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.For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

Fidelity International