FTC Senior Associate Rereg

Job Description

We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Capability and feel like you're part of something bigger.

About your team

Workplace Investing (WI) Operations supports and maintains pension administration services for a wide range of corporate clients. The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.

Workplace Investing Transfers Out team is AA rated process that handles Disinvestment requests and producing regulatory packs for Workplace Investing members and Financial Advisers.

The team is responsible to process few key critical tasks :

• Processing transfer disinvestments requests received from Third Party Providers/ Trustees; monthly average volumes are ≈ 1,900 Plus requests.

• Issuing legal & regulatory and non-regulatory packs to Third Party Providers/ Financial Advisors /members, monthly average volumes are c.900 requests.

• Issuing Manual payment forms and payment letters is ≈ 1,900 Plus requests.

• Performing enhanced Due Diligence checks on third party providers, monthly average volumes are ≈ 70 cases along with further analysis of cases where information is shared by member/3rd parties ≈ 260 cases.

• Handling Mailbox, Service Delivery - Audit requests, Sale Control reports.

• Doing Complex PTFC Calculations.

• Recording Benefit Crystallisation Events, RTI tax submissions, Tax charge and Reportable Events to HMRC.

Any impact on resources may have an adverse impact on meeting Client commitments, Service Level Agreements and Regulatory deadlines.

About your role

The role involves ensuring client instructions are dealt accurately and in timely manner. The individual is required to liaise with various teams across location to ensure priority work is completed on time and any potential issues are escalated in a timely manner to the Team Leader. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently including projects and SSE's. The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity values.

About you

• Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members.

• Updating member records in accordance with written procedures and direction given by your supervisor.

• Issue routine correspondence using standard templates to the member ensuring that all legal and compliance requirements have been satisfied.

• Ensure that Quality and Productivity standards are adhered to.

• Liaise with internal departments to ensure priority work gets completed in time.

• Handle mailbox and folder queries.

• Performing audits on sampling data

• Performing checking in line with the process checklists

• Generating MIs for quality audits and checking

• Maintaining checklists and maintain data recording

• Identify and raise process improvement ideas and customer experience improvement ideas

• Generate required reports and Statements as per the procedures.

• Maintain compliance with confidentiality in handling client sensitive information.

• Handle additional admin and process related responsibilities efficiently and proactively.

• Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation.

Experience and Qualifications Required

• Understanding of UK financial services markets and mutual funds and broader understanding of regulatory framework.

• Has demonstrated the 7 principles of customer service in previous roles.

• Prior UK Pensions Knowledge would be an added advantage.

• Quality checking experience would be preferrable.

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit

For more about our work, our approach to dynamic working and how you could build your future here, visit