Senior Associate - Retirements - GPS Delivery

Department: Workplace Investing Operations

Reports To: Team Lead/Assistant Manager

Level: Grade 2

About your team

Retirements - GPS Delivery team supports and maintains pension administration services for a wide range of corporate/retail 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.

GPS Retirements teams is AA rated process that handles Disinvestment requests and producing Retirement Projections for Workplace Investing/ Retail members and Financial Advisers.

Retirements - GPS Delivery team is responsible to process few key critical tasks :

• Processing retirement disinvestments requests received from members/ trustees.
• Issuing both regulatory and non-regulatory packs to customers nearing retirement age.
• Conducting complex calculations, including Protected Tax-Free Cash (PTFC) and other tax-related computations essential to the retirement process.
• Setting up of SIPP Pension Accounts following transfer of drawdown assets.
• Facilitating the setup of Annuities outside FIL or within Fidelity, such as Guaranteed Lifetime Income for SIPP FAS clients.
• Monitoring web journeys and managing exception handling to ensure seamless customer experience.
• Performing reconciliation and generating control reports to uphold operational integrity.
• Addressing mailbox queries, audit requests, and issuing manual payment forms and letters.
• Recording benefit crystallisation events, RTI tax submissions, and reporting tax charges and reportable events to HMRC.

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 TL/AM. 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, escalation log and other queries.
• Identify and raise process improvement ideas and customer experience improvement ideas through various programmes.
• 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.