Assistant Manager

About the Opportunity

**Job Type**: Permanent

Title: Assistant Manager - Retirements

Department: Workplace Investing Operations

Location: Kingswood

Reports To: Senior Manager

Level: 4

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Workplace Investing Operations team and feel like you’re part of something bigger.

Department Description

Workplace Investing (WI) Operations supports and maintains pension administration services for a wide range of corporate clients. The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.

The Retirements & Benefits function is a UK based element of WI Operations. They are responsible for processing retirement & divorce claims, responding to information requests from Independent Financial Advisors (IFA’s), and producing retirement projections for IFA’s and members. The function is critical to providing uncompromising customer service at key parts of a member’s journey.

Purpose of your role

You will provide leadership for the Retirements team, assume responsibility for, provide effective management of day-to-day operational tasks and provide guidance on the team members career and development.

Key Responsibilities
- Approach issues with a customer centric perspective to ensure consistent customer delight.
- Drives customer service culture through coaching and developing team.
- Drives forward ideas for improvements to environment/ service / procedures, obtaining feedback and approval from peers and manager.
- Manages and prioritises daily activities and processes in order to maintain SLAs.
- Ensure all Quality Monitoring targets are achieved
- 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 twice-yearly; 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.
- Builds and maintains relationships and communication channels with internal customers.
- 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, performance issues and projects.
- Review, organise and coordinate the business contingency plans for Institutional Operations.
- Be knowledgeable of wider business and legislative developments in order to keep your team apprised
- Represents Department/Fidelity in internal and external meetings.
- Undertakes delegated project work, updating management and peers on progress.
- Identify, suggest, review and process improvement ideas and customer experience ideas
- Implementing strategic change to deliver risk reduction, efficiency, and enhanced customer experience
- Working in a collaborative and inclusive manner to represent your team to stake-holding teams and senior management
- Participate actively in recruitment process and support on boarding of the right talent
- Understand and comply with Fidelity rules including the Code of Ethics, Information Policy, Data Protection Act guidelines and Treating Customers Fairly.

Experience, Qualifications and Mind-set Required

You will be a self-starting individual, confident in communication through a variety of mediums, and with detailed understanding of pension administration and legislation

Mandatory:

- Being flexible and adaptable, responding rapidly to changing agendas. Ability to re-prioritise and organise effectively
- Minimum 5 years of relevant experience with sufficient exposure in managing issues.
- 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
- Should have cleared the required regulatory exams
- Strong communication skills - verbal, written and visual
- Being a decision maker - problem solving, and solution orientated
- Accuracy and attention to detail in all aspects of delivery, with capability to identify and mitigate risks
- Numerate and computer litera