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Service Delivery Lead

3 months ago

Gurgaon, Haryana, India FRI FIL India Business and Research Services Private Limited Full time

Description

Within the Workplace Investing department, the Service Delivery team is the front-facing team responsible for serving Defined Contribution full service pension administration clients and Trustees, handling all aspects of the operational relationship. As part of this dynamic team, you will contribute significantly to fostering client relationships and achieving Fidelity's goal of retaining and nurturing every client.

Purpose of Your Role

  • The Service Delivery Lead (SDL) serves as the primary operational contact for client administration matters, overseeing all operational aspects of the client relationship.
  • Each SDL manages a portfolio of clients and collaborates closely with Service Delivery Managers, Relationship Directors (RDs), and Operations teams to ensure seamless administration service.
  • The SDL is the expert on their portfolio of Schemes within the company.
  • Key responsibilities include developing and maintaining client relationships while supporting Fidelity's objective of retaining and growing client base.

Key Responsibilities

  • Client service - responsible for managing the operational client relationship, collaborating with Service Delivery Managers, Operational teams, and Relationship Directors to deliver exceptional service. Proactively manages all aspects of client administration.
  • Escalation - serves as a point of escalation for Scheme or member issues, taking ownership of resolutions and keeping clients informed.
  • Compliance - ensures compliance with pension regulations, Fidelity's product specifications, and contractual terms with clients, escalating any non-compliant areas. Acts as a gatekeeper for service requests.
  • Governance - responsible for maintaining accurate Scheme information, managing Scheme complaints, errors, breaches, and corrective actions.
  • Interface - ensures clients maximize our interface capabilities and addresses client-driven data deficiencies.
  • Audits - manages Scheme audits to ensure smooth operation.
  • Develop client relationships - conducts annual service reviews and face-to-face meetings, presenting Fidelity's operational offerings and handling agenda setting.
  • New business prospects - contributes to the sales process by presenting operational offerings to potential clients.
  • Account co-ordination - coordinates all operational activities affecting the client's scheme internally.
  • Problem resolution - takes charge of addressing issues and collaborating on solutions with internal teams.
  • Process management - identifies and modifies processes to enhance operational efficiency and client service levels.
  • Reporting - delivers quarterly Administration Reports to clients.
  • Regular review meetings - leads operational review meetings with clients, Service Delivery Managers, Relationship Directors, focusing on knowledge, control, and proactive management.
  • Business Acumen - stays updated on industry trends and developments, enhancing knowledge of best practices in client service.
  • Product - understands Fidelity products and services within the Workplace Investing arena.

Competencies (Compulsory)

  • 2+ years of client management experience.
  • 7+ years of DB/DC Pensions Administration experience.
  • Detailed knowledge of pension regulations and legislation.
  • Excellent communication, negotiation, and stakeholder management skills.
  • Strong presentation, interpersonal, and project management skills.
  • Able to make data-driven recommendations and proficient in MS Office including PowerPoint.

Competencies (Preferred)

  • Project Management experience.
  • Understanding of FIL services and professional qualifications.
  • Ability to guide and explain customer journey and service principles.

Feel Rewarded

Join us and enjoy a comprehensive benefits package, flexible work arrangements, and support for your development and well-being. We are committed to keeping you motivated and happy in our team.