Service Delivery Lead

Job Description

About the Opportunity Job Type: PermanentApplication Deadline: 05 May 2024

Title: Service Delivery Lead

Department: Workplace Investing – Service Delivery

Location: Gurgaon

Reports To: Associate Director - Service Delivery                                         

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.

Department Description

Within the Workplace Investing department, the Service Delivery team is a client facing team responsible for providing services to Defined Contribution full service pension administration clients and Trustees. We represent all aspects of the relationship beyond the investment process, especially, but not limited to, operations and administration. We are a dynamic team committed to providing the best client services in a demanding and evolving market place and a core contributor to the development of the client relationship and Fidelity’s business goal of retaining and developing every client we win.

Purpose of your role

• The Service Delivery Lead (SDL) is the primary operational contact for client administration matters and is responsible for all operational aspects of the client relationship.

• Each SDL has a portfolio of clients and works closely with the Service Delivery Managers, Relationship Directors (RDs) and Operations teams to ensure a seamless administration service.

• The SDL is the FIL expert on their portfolio of Schemes internally.

• The SDL is a key contributor to the development and ongoing maintenance of the client relationship while supporting Fidelity’s business goal of retaining and developing our clients.

Key Responsibilities

• Client service – owns the operational client relationship, work closely with the Service Delivery Managers, Operational teams and the Relationship Directors in delivering an excellent service to our clients. Pro-actively manages and oversees all aspects of client administration and is responsible for any service provided by other internal support functions. Sets client expectations realistically and competitively.

• Escalation - acts as an escalation point for and Scheme or member issues or matters arising under the terms of our service agreement.  Takes ownership of the resulting actions and ensures that client is proactively informed of progress.

• Compliance - ensures our administration is compliant with pension’s regulation and legislation, is adhering to Fidelity International’s product spec and that the operational areas understand the contractual terms agreed with each client and escalating any non-compliant areas to the management team.  Acting as gatekeeper to ensure that any bespoke service requests are escalated to the relevant forum for a decision and that client expectations are managed proactively.

• Governance - is responsible for ensuring the Scheme information in the Administration Manuals and Scheme Rules database is accurate and up to date.  Owns the client management of Scheme complaints, errors and breaches and corrective actions.

• Interface - ensures that clients fully utilise our interface capabilities and proactively addresses client driven data deficiencies .

• Audits - manages the Scheme audit, works closely with the Service Delivery Managers to ensure that the audit runs smoothly and to timescale.

• Develop client relationships – to include annual service reviews and face-to-face meetings as required.  These meetings will involve presenting to the client Fidelity’s full service operational offering, including scheme specific statistics and data, department structure, processes and controls.  The individual may be responsible for agenda setting and hosting the meeting.

• New business prospects – contribute to the sales process and represent as required.  These meetings will involve presenting to new business prospects or consultants Fidelity’s full service operational offering, including structure, process, controls and reporting.

• Account co-ordination – internal co-ordination of all operational activities affecting the client’s scheme.  This will involve liaison with the Service Delivery Managers, Relationship Directors and various internal departments.  Ensures all activities and deadlines are planned realistically and then met, as well as responding to client enquiries as they arise.

• Problem resolution – taking ownership of issues, investigating unsatisfactory actions, assessing the consequences of these, agreeing solution management with the Service Delivery Manager and Relationship Director where appropriate.  Escalate any systemic issues to the management and provide solution options.

• Process management - identify and where possible modify processes to improve operational efficiency or client service levels.  Be the voice of the client in projects and business planning to identify and participate in operational efficiency improvement and continual improvement of the service model. Ensure that clients are aware of any process changes that impact our interaction.

• Reporting - delivers the quarterly Administration Reports to clients, bringing the document to life by understands the clients focus and priorities.

• Regular review meetings - leads required operational review meetings with clients, Service Delivery Managers and Relationship Director where appropriate; build rapport, trust and confidence through knowledge, control, ownership, action and proactive management of all internal and external stakeholders.

• Business Acumen - understand the market and its needs by keeping up with industry trends and developments in the market through regular client contact, trade press and industry conferences. Develop an excellent knowledge of the pension industry best practice in client service and an appreciation of every operational unit becoming a centre of excellence for DC Operations.

• Product - understand the full array of Fidelity products and services, specifically, but not restricted to the Workplace Investing arena.  Examples would be services related to all aspects of the defined contribution pension schemes and Fidelity funds offered to such schemes.

Competencies (Compulsory)

• Minimum of 2 years previous client management experience.

• Minimum of 7 years DB/DC Pensions Administration experience.

• Detailed knowledge of pension regulations and legislation.

• Excellent communication and listening skills

• Strong negotiation and stakeholder management skills.

• Strong presentation and interpersonal skills.

• Solid understanding 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 the process.
• Advanced 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.

• Ability to guide/train the 7 principles of customer service.

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.