Manager - Client Account Management Capability

Job Description

Title: Manager - Client Account Management Capability                    

Department: GPS Delivery

Location: Gurgaon     

Reports To: Capability Senior Manager

Level : 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.

About CAM Capability

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.

The function is responsible for carrying out all instructions of clients from Account set-up, dealing investments, switch, redemption to Reregistration and Transfers completion. All these activities need to be done accurately, swiftly and in full accordance with Fidelity's stringent regulatory requirements. The activities also include AML, Legal and Deal amendment tasks. The function’s underlying spirit is to be brilliant at basics and to provide excellent customer service to help the origination achieve it purpose. Continuous improvement is also one of the guiding principles that the function lives and operates by in the ever-changing environment.

About your team

Client Account management within the GPS delivery has a global presence with teams supporting the GPS business from Gurgaon, Bangalore, and UK. The team is responsible to manage operational aspect of the GPS delivery business across multiple products such as ISA, GIA, SIPP, FMISA, SPS, Workplace investing etc.

Key Responsibilities

• Build and manage a team of experienced individuals and team leaders / assistant manager.
• Build a thorough understanding of UK Retail and Pensions business within India based functions.
• Primary focus will be to deliver agreed service levels to our clients for all products.
• Contribute technical expertise where required and continuously maintain and apply specialist and detailed technical expertise and the understanding of different organisational departments and functions.
• Build strategy for a smooth functioning of team in the changing environment.
• Actively manage resiliency strategy for the CAM Capability between Gurgaon and Bangalore
• Manage all global sites actively to achieve the organisational goals.
• Maintain an awareness of HMRC, FCA, TPR & legislative practices and changes relating to all pension administration and business products ensuring all legislative and reporting deadlines are met.
• Conduct Risk assessments, manage process governances, carry out management routines and provide analysis to improve the client experience.
• Create a healthy work environment and keep the team focussed and motivated towards organisational goals, healthy work-life balance, adherence to dynamic working policy etc.
• Conduct regular catchups and provide career guidance to team members.
• Work closely with Team leaders / Asst. manager to ensure timely delivery of BAU, projects, strategy etc.

Experience and Qualifications Required

• Basic knowledge and understanding of FCA regulations & HMRC and how our business is governed from the authorities.
• Understanding of UK Retail & Pensions business and different products that Fidelity offers.
• Experience of working in a dynamic, fast moving, customer focused environment
• Self-starter – motivated to work on own initiative.
• Flexible and adaptable, responds rapidly to changing business needs.
• Effective written and verbal skills, good attention to detail
• Knowledge of office tools required in day-to-day operations.
• Exposure to stakeholder management.

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.