Service Delivery Coordinator
Fidelity International
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About the

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 :

  • an International Pension Plan solution that allows multi-national companies to provide employer-sponsored retirement provision to employees based all around the world; and
  • a new, multi-country European solution to meet the needs of multi-national companies across the EU’s employer-sponsored pension market the IORP market.
  • 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.

    Key Responsibilities

    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 :

  • Service Provision - as part of the FEPP team, work with key suppliers (whether internal or external) to ensure the smooth, effective and timely provision of pensions administration services for clients.
  • Help ensure that any bespoke service requests are escalated to the relevant forum for a decision and that client expectations are managed proactively.

  • Oversight and governance - provide first line oversight of key suppliers, including conducting regular monitoring to ensure that suppliers are meeting their SLAs and reporting on their service provision appropriately.
  • 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.

  • Supplier management support - ensuring that key operational and administrative supplier relationships are maintained in line with policy and procedures, including ongoing due diligence and risk assessment checks.
  • Client Reporting - prepare the quarterly administration reports for clients, bringing the document to life by understanding the client s focus and priorities.
  • 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.

  • Problem resolution take ownership of issues (like escalated complaints, errors or breaches), investigate unsatisfactory actions, assess the consequences of these, and agree solution management with the SDM where appropriate.
  • Escalate any systemic issues and contribute to solution options.

  • Procedure management - identify and where possible modify procedures and processes to improve operational efficiency or client service levels.
  • Identify and participate in operational efficiency improvements and continual improvement of the service model for the benefit of clients.

  • Compliance - develop a solid understanding of the contractual terms agreed with each client, and be vigilant about potential product specification breaches in all areas of activity, escalating any non-compliant areas.
  • 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.

  • Data protection - develop a general proficiency in EU data protection requirements and their practical implications for the provision of pensions administration services, with the primary purpose of being able to exercise first-line oversight of key suppliers in this regard
  • Back-up support - provide back-up cover for the SDM, covering holidays and other periods of absence.
  • Qualifications

  • Minimum of 3 years previous financial services industry experience. Ideally this will be in pensions administration / consultancy, but other types of financial experience will be considered
  • Experience of working with third party suppliers, including executing first line controls and oversight
  • Fluent English and French, and ideally fluent Italian or another major European language
  • Intermediate experience of MS Office including Excel
  • Strongly client orientated
  • Good stakeholder management skills
  • Strong interpersonal skills and good presentation skills
  • Good analytical skills, for problem resolution and assessing / providing solutions
  • A well-organised and structured approach to all aspects of work
  • An open-minded, can-do attitude and willingness to be flexible, as befits a small team
  • A good eye for detail and passion for accuracy
  • 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.

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