About the Opportunity
Job Type: Fixed Term Contractor
Contract duration: 11 months.
Application Deadline: 30 January 2025
Title: Governance and Oversight Senior Manager
Department: GPS Service Excellence Centre
Location: Kingswood
Reports To: Service Excellence Centre Associate Director
Level: Senior Manager
Fidelity International offers world class investment solutions and retirement expertise. We are a privately owned, independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help our clients achieve their financial goals.
Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.
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 Governance and Oversight. 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 function's primary focus is to produce reporting for clients, internal stakeholders and third parties, focusing on a consistent and high quality delivery.
The Governance and Oversight 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 Governance and Oversight Senior Manager role is to oversee the operation of the Governance and Oversight team and is responsible for the day to day activities and guidance of the team members. This will involve daily planning, problem solving, task oversight as well as supporting the implementation of FIL's wider strategy.
The purpose of the Governance and Oversight team is to provide support to our internal Stakeholders by ensuring there is robust governance in place for key critical activities and supporting through quality reviews. The team is responsible for supporting all areas within GPS service and support.
About you
Key Responsibilities
Resource allocation and day to day management of workloads
All people leadership responsibilities, to include:
SMART goal setting and reviews. Performance management to develop the team members to be successful in the role. To keep the team appraised of aspects from the wider business and ensure they understand how this relates contextually to their activity.
Remove blockers to enable team members to complete their work efficiently and accurately. Design and implement a workflow for requests that will provide the necessary controls and supports MI reporting requirements. Creation of management information, to make evidence based management decisions and to provide assessments of the team's position. Formulate the team structure to ensure accurate and efficient delivery of all client / third party / internal Stakeholder requests. Develop internal relationships to agree response times to ensure clients requirements are fulfilled within required timescales. Provide support to team members when dealing with escalated and complex queries, discussing requirements with clients and third parties, negotiating delivery timelines. Implement processes and procedures to improve the consistency of the team's delivery, utilising tools available within the organisations architecture. Support the team to enable them to successfully deliver all aspects of the Client Support role and responsibilities. Support the Service Excellence Centre Associate Director in implementing strategic change to deliver risk reduction, efficiency and an enhanced client experience. Thought leadership - devising ideas for change and encouraging better ways of working. 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 (Mandatory) Minimum of 7 years financial services experience. Minimum of 3 years team management experience. Good knowledge of pension regulations and legislation. Excellent communication and listening skills. Strong negotiation and stakeholder management skills. Strong interpersonal and people skills. 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. Ability to guide and train others in the risk control functions and regulatory aspect of a process. Comprehensive understanding of MS Office including PowerPoint. Able to make data driven recommendations. Competencies (Preferred) 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. Previous pensions operational management experience.
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SMART goal setting and reviews. Performance management to develop the team members to be successful in the role. To keep the team appraised of aspects from the wider business and ensure they understand how this relates contextually to their activity.
Remove blockers to enable team members to complete their work efficiently and accurately. Design and implement a workflow for requests that will provide the necessary controls and supports MI reporting requirements. Creation of management information, to make evidence based management decisions and to provide assessments of the team's position. Formulate the team structure to ensure accurate and efficient delivery of all client / third party / internal Stakeholder requests. Develop internal relationships to agree response times to ensure clients requirements are fulfilled within required timescales. Provide support to team members when dealing with escalated and complex queries, discussing requirements with clients and third parties, negotiating delivery timelines. Implement processes and procedures to improve the consistency of the team's delivery, utilising tools available within the organisations architecture. Support the team to enable them to successfully deliver all aspects of the Client Support role and responsibilities. Support the Service Excellence Centre Associate Director in implementing strategic change to deliver risk reduction, efficiency and an enhanced client experience. Thought leadership - devising ideas for change and encouraging better ways of working. 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 (Mandatory) Minimum of 7 years financial services experience. Minimum of 3 years team management experience. Good knowledge of pension regulations and legislation. Excellent communication and listening skills. Strong negotiation and stakeholder management skills. Strong interpersonal and people skills. 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. Ability to guide and train others in the risk control functions and regulatory aspect of a process. Comprehensive understanding of MS Office including PowerPoint. Able to make data driven recommendations. Competencies (Preferred) 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. Previous pensions operational management experience.
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