Job Description

About the Opportunity Job Type: PermanentApplication Deadline: 16 July 2024Title Client Enablement Senior ManagerDepartment GPS Service Excellence CentreLocation BangaloreReports To GPS - WI Implementation Ops Associate DirectorLevel Senior 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 Senior Manager role is to oversee the operation of the Client Enablement 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\xe2\x80\x99s wider strategy.The purpose of the Client Enablement team 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

• 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.
• 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\xe2\x80\x99s 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\xe2\x80\x99s delivery, utilising tools available within the organisations architecture.
• Support the team to enable them to successfully deliver all aspects of the Client Enablement 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.

Competencies (Mandatory) * 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.

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