Associate - Client Information Delivery - GPS Delivery

Job Description

Department: Global Platform Solutions Delivery Reports To: Team Lead/Assistant Manager Level: Grade 1 About your team Global Platform Solutions (GPS) Delivery supports and maintains pension administration services for a wide range of 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. Client Information Delivery team is responsible for production and distribution of Investment and Administration reports for Institutional and WI clients across various geographies. Any miss or delay on these tasks can lead to potential risks. About your role The role involves ensuring client instructions are dealt accurately and in timely manner. The individual is required to liaise with various teams across location to ensure priority work is completed on time and any potential issues are escalated in a timely manner to the Team Leader. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently including projects and SSEs. The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity values. About you Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members. Updating member records in accordance with written procedures and direction given by your supervisor. Issue routine correspondence using standard templates to the member ensuring that all legal and compliance requirements have been satisfied. Ensure that Quality and Productivity standards are adhered to. Liaise with internal departments to ensure priority work gets completed in time. Handle mailbox and folder queries. Identify and raise process improvement ideas and customer experience improvement ideas. Generate required reports and Statements as per the procedures. Maintain compliance with confidentiality in handling client sensitive information. Handle additional admin and process related responsibilities efficiently and proactively. Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation. Experience and Qualifications Required Understanding of mutual funds and other financial products offered in UK financial services market. Candidate must possess good communication skills, customer centric approach & working well as a team player. Strong knowledge of MS Excel, handling mailboxes using Outlook, PowerPoint. Any experience of working in client services teams and interacting will clients through email/phone calls & prior knowledge of pensions process would be an added advantage.