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The Workplace and Personal Investing Business strives to provide industry-leading service to employers and individuals through retirement schemes and personal savings. Fidelity has served HK ORSO schemes since 1988 and we extended our retirement product offerings to cover MPF in 2000. Today we are the largest investment manager of ORSO member choice defined contribution schemes in HK and among the top MPF providers by assets under management with 400k member accounts. Fidelity also offers a comprehensive fund range to individual investors which allows for flexibility, diversification and investor choice. This is supported by a robust funds platform service offering with over 180+ in-house Fidelity and 3rd party funds via the FundsNetworkTM to individual investors.
Purpose of the role
The successful candidate will be responsible for driving transformation in the business, processes and user journey critical to both short-term and long-term objectives of the Workplace & Personal Investing business. This person will be part of a core team accountable for designing, driving and delivering differentiated propositions and operational efficiency to deepen the overall engagement with our end clients.
Analyze and identify transformation opportunities on business process to improve customer experience and operation efficiency
Understand business or client problems and translate them into business requirements, based on meaningful insights that improve the overall customer experience. Maintain and prioritize the change roadmap
Act as the subject matter expert or product owner for project and initiatives with strong CRM focus
Stay abreast of industry & regulatory trends and Fidelity's global capability. Leverage internal and external capabilities in driving solutions
Build and maintain strong relationships with key stakeholders in Digital, Marketing, Technology, Operations, Oversight teams as well as external vendors if relevant, across Asia and Europe
Identify and develop Key Performance Indicators (KPIs) to measure success of propositions and initiatives
Manage project rollout and maintain an integrated global and local product deployment framework
Experience and Qualifications Required
5+ years of experience in business analysis and customer engagement. Experience in financial industry and direct-to-retail CRM would be highly desirable
Proven track record in transformation initiatives
Strong analytical and problem-solving skills
Strong interpersonal and influencing skills
Attention to details and a high level of accuracy is essential
Excellent communication and presentation skills, both written and verbal
Fluency in oral and written English and Cantonese; Mandarin language a plus