Associate

**About the opportunity**:
**Department Description**

The main role of the Quality Team is to ensure that the DC, Retail Operations and Retail SIPP teams follow established procedures and legal requirements so that consistent & good customer outcomes are achieved for members and clients of Fidelity’s DC and Retail business. The Independent Quality Control team reviews work undertaken in the following teams:

- New Accounts
- Dealing
- Transfers
- Renewals
- Retirement Benefits and Controls
- Pensions Service Centre (PSC)
- Retirement Services Centre (RSC)
- Pensions Correspondence and NIGO
- Transitions & Implementations

**Purpose of your role & key accountabilities**

You will report directly to the Team Leader/Assistant Manager of the Pension Operations Quality Control Team and will work closely with many of the DC, Retail Ops and Retail SIPP teams including the DC Technical and Compliance Teams. This role will focus on monitoring the work undertaken by Pension Operations teams such as New Accounts, Dealing, Retirement Benefits, Implementations, PSC and RSC and Transfers. The intention for this jobholder is to become a Subject Matter Expert (SME) in more than one team’s process e.g. Transfers, Retirements and or Pensions Correspondence.

**Your Role**

You will play a key part in ensuring key work items are appropriately and accurately processed. This will include ensuring accurate technical content is achieved and that agreed quality standards are met. You will record your findings, which will be shared with your line manager and the Team Managers. You will work closely with the processing team that you are a SME for, acting as a referral point for them, and help coach them to address improvement requirements and ensure they understand the reasons for any changes you may propose. You will also work closely with the Team to feedback on individual progress and assist in putting action plans in place to address ongoing improvement requirements and assist in delivering training upskilling in new work types. As highlighted above the role will also involve reviewing several other teams’ processes so you will need to have a wide knowledge of Pension Operations administration experience as well as excellent organizational skills, together with strong attention to detail. You will be expected to work on your own initiative and comply at all times with company procedures. You will be an experienced user of Microsoft Office, particularly Word, Outlook, with a good knowledge of Excel.

**Experience and Qualifications Required**
- Minimum 2-3 years of experience of working in a Quality process
- Individual should be able to devise and establish Quality procedures
- Develop & implement Process Improvements and resolves problems dedicatedly
- Work across boundaries in a team environment to provide effective resolution of challenges
- Work well with business partners regarding inspection results discrepancies
- Consistent track record of monitoring performance by gathering relevant data and producing statistical reports
- Confident questioning and effective listening skills
- Proven experience of working on complex excel sheets and power point presentation
- Understanding of MS access and SharePoint will be an added advantage
- Accuracy and attention to detail essential, with strong analytical skills and ability to identify potential risks
- Familiarity with statistical tools, graphing, data mining, and presentation of data.
- Self-starter, demonstrating a good use of initiative and ability to work independently
- Strong time management, prioritization and organizational skills
- Ability to build strong relationships and credibility at all levels.
- Experience of working in a customer focused, dynamic, commercially driven environment
- Flexible and adaptable, responds rapidly to changing agendas.
- Communicator - effective written and verbal skills
- To have a deep understanding of the FCA’s Treating Customers Fairly regime to ensure that each customer receives the highest level of customer service and that this is applied on a consistent basis. In addition, it is critical that any TCF issues identified are fed back to line managers or TCF champions so the appropriate actions and decisions can be considered.

**About you**:
**About Fidelity International**:
We’ve been helping our clients plan and save for the futures they want for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to 2.5 million clients - everyone from central banks and financial institutions to wealth managers and private individuals. We think generationally and look to the long term. And today, building on the security of private ownership and our strong sense of purpose, we’re growing our business like never before.

**What it’s like to work here.**

In our welcoming, caring culture, you’ll feel valued, trusted and free to express yourself. We recognise the value of i