Cross-border Workplace Investing Business
Fidelity is a leading provider globally of Workplace Investing (WI) solutions to multi-national companies. The Cross-border WI business is a strategically important element of this proposition, ensuring that Fidelity can meet the international needs of its clients and of its clients’ employees as they save for retirement.
The business currently offers two main solutions, namely :
Called the Fidelity European Pension Plan (FEPP), this business launched in January 2021.
We are a dynamic and flexible team committed to developing and providing the best client offering and services in a demanding and evolving market place and a core contributor to the development of Fidelity’s global client relationships, as well as and Fidelity’s business goal of retaining and developing every client.
Purpose of the Role
Within the FEPP, a new role of Service Delivery Coordinator is being created to support the Service Delivery Manager (SDM) in the provision of Defined Contribution pension services to clients.
Working closely with and overseeing the third-party pensions administrator and other key suppliers, the service delivery function represents all aspects of the client relationship beyond the investment process, especially, but not limited to, operations and administration.
Joining a small team at an early stage in the business’s maturity, this is an exciting opportunity for an individual to help shape the success of the FEPP through the provision of a high-quality and compliant service.
The successful candidate will be responsible for day-to-day service level management and, where supplied through internal delegates and / or third parties, its oversight.
As such, this role will ensure that agreed Service Level Agreements (SLAs) and targets are met on an on-going basis and are reported appropriately to ensure that services are being provided to the satisfaction of FEPP and its clients.
The role holder will support the SDM in managing any operational issues or incidents as they arise, and work closely with internal support and third-party suppliers to resolve them effectively.
As the business grows and gains more clients, the Service Delivery Coordinator will also play a leading role in client administration matters and supporting the SDM in operational aspects of the client relationship.
The Service Delivery Coordinator will support and assist the SDM in all of the following areas, some of which the role holder will lead on behalf of the SDM :
Help ensure that any bespoke service requests are escalated to the relevant forum for a decision and that client expectations are managed proactively.
This includes reviewing Key Performance Indicators / Management Information and attending service review meetings with suppliers.
Providing reports on service provision to key oversight and governance bodies of the FEPP, and following up to ensure agreed actions are documented and completed, are part of this role.
Attend operational service review meetings with clients where appropriate, to support the SDM in building rapport, trust and confidence with the client through knowledge, control, ownership, action and proactive management of our operational and administrative services.
Escalate any systemic issues and contribute to solution options.
Identify and participate in operational efficiency improvements and continual improvement of the service model for the benefit of clients.
The role holder will also be expected to develop a good understanding of key pensions regulations and legislation in helping ensure the pensions service remains compliant at all times.
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally.
As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term.
Operating in more than 25 countries and with $739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance.
Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.
As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business.
We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
Data as at 31 March 2021. Read more at