Account Manager

About the Opportunity

**Job Type**: Permanent

Application Deadline: 07 March 2025

Title Adviser Solutions Service Support

Department Fidelity Adviser Solutions

Location Kingswood

Reports To

Level 5

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.

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


About your team

This role is based within Fidelity Adviser Solutions Account Management Team. We support the largest firms that do business with Fidelity. This includes face to face visits, personalised training plans and bespoke support and solutions.

We build and manage relationships with key contacts to help ensure them working with Fidelity is as easy as possible.

About your role
This role requires an individual with excellent problem solving skills, communication and organisational capabilities and skills, able to build strong relationships with clients to support the continued growth of the Fidelity Adviser Solutions. The individual will be responsible for working closely with supporting one of Fidelity Adviser Solutions largest clients, supporting resolving escalated cases from advisers directly and the Fidelity Adviser Solutions Account Management Team, as well as Sales

where necessary. The individual would work with the adviser firms to ensure the best possible outcome for the client whilst setting accurate expectations
- To take ownership of escalated client cases from the Account Management department, supporting an array of clients where necessary, others within the Account Management Team or Sales and to seek the best possible client outcome.
- Engage with clients where required to resolve cases or deliver training via a variety of methods, including zoom to help our clients get the best out of our platform.
- Provide support to Account Management colleagues for case investigation, data analysis and report completion
- Engage with other areas of the business, including Client Services and Operations to ensure a smooth case resolution.
- Provide a range of regular reporting both internally and externally to highlight calls to action from firms or Account Management
- Problem Solving skills and ability to think outside of the box. Provide innovative solutions to meet the demands of both the Client and the Fidelity Adviser Solutions Business. Ensure appropriate consideration is given to risk, regulatory and resource implications
- Look at themes and use that to reach conclusions and find ways to support Advisory firms and Account Management
- Undertake analysis and investigation of complex issues that impact clients to support the quick and efficient resolution of these issues
- Worth on an array of tasks including, work items, governance packs and other ad hoc data requests
- Manage case handling or transfer logs for key clients, in particular monitoring the progress of transfer and re-registrations cases across all products, reporting progress on a regular basis
- Work closely with Client Services, Business Operations and relevant areas within Fidelity Adviser Solutions to help identify and implement enhancements with regards to improving the customer experience and driving forward operational efficiency

About you

This role requires an individual with good analytical, administration and technical skills, combined with exceptional soft skills, with a genuine passion for customer service and a desire to go above and beyond to deliver a positive customer experience.
- Previous experience in a client facing role an advantage
- Very good analytical and technical skills, particularly Advanced Excel and knowledge of Fidelity’s systems
- Ability to communi