Client Enablement Process Lead

Department GPS Service Excellence Centre

Reports To Client Support Senior Manager

Level 4

About your team

Within GPS Distribution Service and Support, the Service Excellence Centre is a multi-channel department that consists of three main functions; Client Support, Client Enablement and Change and Governance. We promote a culture of inclusion, collaboration, empowerment and delivery.

• The Client Support function works with new and existing clients, internal Stakeholders and third parties to deliver scalable service and support that is consistently of the highest quality, utilising industry best practice.
• The Client Enablement functions primary focus is to produce reporting for clients, internal stakeholders and third parties, focusing on a consistent and high quality delivery.
• The Change and Governance function facilitates employees solving their daily challenges and breaking down silos. We provide the framework for continuous improvement, collaborating initiatives in the pursuit of excellent client service.

About your role

The purpose of the Client Support team is to provide support to our internal Stakeholders, external clients and third parties. The team are responsible for support on new business acquisitions and business retention, supporting client & consultant site visits and pitches and capacity and pipeline oversight for new business, client driven change and business retention activity. The team is multi channel/product, encompassing WI, FAS, Invest@Work and Stock Plan Services.

About you

Key responsibilities

• Working closely with the Sales team to identify new opportunities and maximise existing opportunities, whilst supporting their understanding of FILs operational framework and landscape.
• End to end support of the sales and intake process, from preparation of due diligence questionnaires & RFPs for prospective clients, advisors & consultants, through the pitch and site visit process, to pipeline management & detailed requirement gathering and handover to the Implementation Project Manager or Account Management team.
• Ability to assess and review new business opportunities by evaluation trend data, contribution flows and existing assets to transfer to FIL, researching firms to ensure a tailored sales process.
• Build relationships with external benefit consultants and clients to maximise successful new business opportunities.
• Support the existing client Relationship Director team with client rebid and retention proposals.
• Supporting clients with any information request, ensuring that answers clearly respond to the query.
• Facilitate client audits, acting as the face of FIL and subject matter expert, utilising the Client Enablement and Service Delivery Support teams to fulfil requests.
• Walking auditors, clients, advisors and consultants through our operational processes and control framework.
• The ability to quickly analyse and absorb information to be able to produce a quality client focused response that meets the required internal controls and governance.
• Liaising with internal and external stakeholders regarding timescales and deliverables, taking into account client requirements alongside operational processes.
• Working alongside internal teams to improve the process and data quality of future submissions.
• Utilising and improve the Q&A repository, including controls and governance to ensure that the information remains valid.
• Working closely with the Propositions team to define and develop self-serve capabilities via the employer portal.

• Lead by example by demonstrating positive behaviours, proactively helping other team members, collaborating with other FIL teams, mentoring/coaching, assisting in introducing and embedding culture change from the Pecan programme.

Competencies (Compulsory)

• Minimum of 4 years DB/DC Pensions Administration experience.
• Strong knowledge of pension regulations and legislation.
• Excellent communication, particularly written, and listening skills.
• Strong attention to detail.
• Strong interpersonal, negotiation and people skills.
• Client facing experience.
• Awareness of project management and process improvement methodologies.
• Ability to identify and explain the impact of their actions and the customer needs within the role.
• An understanding of 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.