Reports To Product Owner - Customer Account Management
Level Grade 5
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 team and feel like you’re part of something bigger.
Our GPS 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.
About your team
Client and Account Maintenance capability aims to achieve operational excellence and deliver a rich experience to our customers when engaging with FIL. This will primarily include identifying our customers uniquely across GPS and digitally transforming customer management and maintenance processes for our end-customers, advisers & member accounts alike. This capability is accountable for RTB (Operations) of Client and account management processes as well as Change through technical and engineering expertise. The Capability will be the delivery engine to deliver solutions for our GPS customers
About your role
The role will be full time wherein the selected candidate will be working closely with the Product Owner , BA and Delivery Managers for driving the change agenda through analysis and evaluation of customer and business needs and helping in the development of strategic and scalable solutions . He/she will be expected to participate as a product SME in change related discussions and assist in identifying impact, giving requirements, helping in solution design and preparing relevant business readiness and post go-live support. In addition, person would be expected to support with Project management operational activities, while collaborating closely with different CAM Operations teams both within the WI and PI&A space.
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- Participating in change analysis discussions and supporting Business Analyst and Product owner in operational impact analysis by providing right inputs.
- Providing detailed operational requirements to BA related with change in the pipeline.
- Participating in solution design discussions and giving inputs in designing seamless journeys for our clients and operational teams.
- Working closely with RTB team stakeholders and keep them abreast of the different change initiatives in pipeline.
- Helping Product owner in taking data driven decisions by retrieving relevant data from different sources and putting them in presentable format.
- Ability to map potential new risks with the implementation of any change in existing operational processes along with mitigations steps.
- Collaborating independently with stakeholders from Compliance, Propositions and Operations for any decision making and advice.
- Documenting operational readiness on the back of any change and communicate the same to our operational colleagues before the delivery of change in production.
About you
Following experience and qualification will be required from the individual to perform effectively in the role:
- Bachelor's degree in Commerce, Business Administration, or a related field. A Project Management Professional (PMP) certification may be advantageous.
- An experienced Process Specialist/Lead with a prior experience on working in customer & account maintenance operations.
- Minimum of 10 years of experience of having worked in a large and complex, multi-geography organization.
- Strong product knowledge within WI and PI&A customer & account maintenance space and hands on experience of applications like Planviewer, Adminstrator, Sonata.
- Embrace the Agile philosophy and continuously seek feedback and improve the governance.
- Experience of working in Transformation & Change domain, especially for the enterprise-wide change initiatives.
- Good quantitative and qualitative problem-solving skills, ensuring appropriate escalation and management attention is called, when applicable.
- Excellent organizational and leadership skills with ability to manage multiple deadlines and effectively prioritise work.
- Excellent communication (verbal & written) skills as well as ability to create and present options in professional, clear, and concise fashion to aid stakeholder engagement, and enable effective decision making.
- Tenacious self-starter with a sense of ownership and accountability with a strong bias towards action and
results.
- Team player, but able to work unsupervised or in virtual teams.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s 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.
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