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Driven by our values of Integrity and Trust; Fidelity's client-focused vision is "to deliver innovative client solutions for a better future". The Client Engagement team supports Fidelity's retail and workplace investing business channels. It plays a critical role in capturing and addressing the needs of our customers and establishing a consistent voice in response to those client needs; whether expressed through feedback, complaints or social media.
Purpose of your role
This is a varied and exciting management role in the complaints team reporting to the Associate Director of Complaints. You will manage a team of complaint handlers responsible for investigating, resolving and responding to complaints which could carry a financial, regulatory or reputational implication for the business. The complaints relate to a variety of products and services offered by Fidelity and may be regulated and complex in nature.
You will have responsibility for ensuring that the complaints team reporting to you runs smoothly (to Fidelity and regulatory standards) is appropriately resourced, understands their objectives and are consistently achieving them. This will involve playing a leading role in managing the day to day activity of the team including case allocation, monitoring performance and staff development. You will act as an escalation point for decisions and customer calls where necessary.
You will utilise your technical knowledge and management skills to ensure the team's reputation as complaint handling experts is maintained and further enhanced. You will work very closely with other business areas both inside and outside of the Client Services area including: Contact Centre teams, Operations, Compliance and Legal Counsel, Sales, Technology, the Direct and FNW business teams and the Distribution Service Management team.
As part of our commitment to Treating Customers Fairly (TCF), you will be expected to fully adhere to and follow those procedures which are in place, ensuring that all customers you have contact with receive the highest level of customer service, on a consistent basis. It will also be essential that you fully understand what the 6 TCF principles are and how they affect your department, feeding back any client comments to your Line Manager/TCF Champion.
Accountable for the day to day activities, guidance and successful management of a complaint handling team within the Customer Relations Department in line with Fidelity agreed policies, procedures and client / regulatory requirements. Ensuring your team handle complaints efficiently and promptly, delivering good customer outcomes and consistently performing against key performance indicators.
Utilise and keep up to date on a range of management techniques, mediation, macro and micro management, to ensure these can be adopted depending on a particular situation.,
Responsible for creating a positive team environment fostering a spirit of teamwork with clearly defined boundaries, which promote Fidelity Values and Behaviours. Inspire team members to act with focus, discipline and a sense of urgency ensuring the reputation and business integrity of FIL is upheld. Plan staffing levels
Development of an employee-orientated company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance
Provide expert oversight, assistance and direction to the team and / or wider business on the handling of complaints, the regulatory requirements, on investigation techniques and outcome-based decision-making, including offering appropriate compensation. Oversee the progress of cases and support complaint handlers manage their workload, enable and encourage optimum performance/productivity ensuring that risks and priorities are understood, and quality is maintained
Act as a management escalation point for cases, take management calls and handle complaints when required on behalf of the Associate Director and or other senior managers within Fidelity. Lead by example and support other complaint teams in the absence of their manager. Engage with the Technical and High-Risk teams on complex complaint cases that may progress further, i.e. to an Ombudsman Service, have regulatory/reputational and/or financial risk
Review case work, including the quality of final response letters and carrying out call monitoring using a quality framework to define what good looks like, provide coaching and utilise feedback techniques to improve team/individual performance. Work collaboratively with the QA Manager to ensure error rates are mitigated, the quality of responses is of a high standard and prevent rework.
Plan and lead daily huddles to set the team up for success by actively reviewing incoming volume, triage, the team's workload to identify priorities, ensure efficient queue management through appropriate allocation of cases and planning to reduce the stock of complaints, prevent backlog situations or keep volumes at an acceptable level. Take ownership to provide daily and weekly statistics/commentary and aged analysis of the team's work position to the Associate Director of Complaints
Responsible for ensuring regulatory required communications and enclosures are issued within designated timescales, ensuring breaches are mitigated, appropriately reported and that feedback is provided to staff to prevent repeat occurrences.
Maintain employee work schedules including training, job rotation, vacations, paid time off, cover for absenteeism, and any overtime scheduling
Using SMART principles, identify achievable but incremental quality and team/individual performance goals and objectives and agree these with the Associate Director of Complaints
Proactively and periodically analyse team complaint data to determine key moments of misery during the customer journey, that could lead to complaints / unnecessary escalations and report these to the Senior Root Cause and MI Manager for support with wider analysis / reporting.
Coach, mentor, and develop staff, including overseeing new employee onboarding / inductions, take responsibility for implementing/overseeing personal development plans and actively support the team achieve against goals and objectives. Accurately capture records of knowledge and competency by effectively reviewing individual performance feedback in monthly one to ones/through the performance management cycle. Proactively manage any underperformance and encourage staff to take ownership for their own learning and development. Retain and nurture talent by preparing succession plans
Supporting, where applicable, the Associate Director of Complaints and HR in the recruitment of staff, including attending key interviews, to maintain a professional and knowledgeable team
Maintain transparent communication. Appropriately communicate organisation and department information through daily huddles, department team meetings, one to one meetings, and appropriate use of email/company IM (instant messaging) maintaining confidentiality of sensitive information
Take ownership for ongoing self-development, personal growth and continued learning of Fidelity products, services, systems and processes. Keep regulatory knowledge and competencies required for the role up-to-date
Participate in the development, ongoing maintenance and implementation of the wider team's processes, policies, procedures and standards. Continuously strive to implement best practice and processes across the department, including case prioritisation, investigation, escalation, workload management etc, and proactively monitor success of change
Develop a network of management, senior management and key stakeholder contacts throughout Fidelity and work collaboratively with them by sharing specialist knowledge and skills to educate and enable others to improve the customer experience, resolve and reduce the root causes of complaints. Promote and embrace a culture of continuous improvement
Support the Associate Director of Complaints to deliver against key business imperatives and by contributing to any ad hoc projects and acting as complaint representation on various company forums, committees and groups.
Support Fidelity's Treating Customers Fairly (TCF) framework, ensuring concerns are promptly reported
Experience and Qualifications Required
Relevant financial services background (preferably UK mutual funds and/or life and pensions)
Significant experience of working in a high-paced complaint handling environment, within financial services, is preferred
In-depth knowledge of Fidelity's products, services, systems and processes would be advantageous
Proven track record of successful people management; experience in activity planning, performing one to ones, developing personal development plans, delivering feedback and managing performance/attendance
IOC stage 1 (CISI Introduction to Securities and Investments) or commitment to gain qualification within 6 months of start date
IOC stage 2 (CISI UK Financial Regulation) and stage 3 (a technical unit relevant to the role) or commitment to gain qualification within 2 years of start date
Strong organisation skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines
Excellent interpersonal skills with the ability to clearly, effectively and appropriately communicate verbally and in writing at all levels
Ability to influence and negotiate at all levels
A passion to succeed and reach targets with the ability to effectively plan to achieve results
Strong awareness of risk and the importance of controls and escalation
Problem solver with keen analytical and investigative skills
Highly self-motivated proactive team manager with a positive "can do" attitude and a strong desire to make things happen; able to anticipate difficult situations and find practical solutions to issues as they arise
High level of accuracy and attention to detail
Commitment, professionalism and maturity
Experienced user of Microsoft Office - Word, Outlook and Excel