About the Opportunity

Job Description

Title                 Senior Manager, UK Institutional Client Relationship Management    

Department      Client Relationship Management, Europe

Location          London

Reports To       Head of Client Relationship Management UK

Level                Senior Manager - 6

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 European Client Relationship Management team and feel like you’re part of something bigger.

Our clients come from all walks of life and so do we.  We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and  would  welcome  a  conversation  with  you  if  you  feel  you  might  benefit  from  any  reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

About Fidelity International

Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. Whilst we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

About the team

The European Client Relationship Management (CRM) team is based in Luxembourg, London, Milan, Paris and Kronberg (Frankfurt), and oversees client take-on and ongoing client relationship management for a diverse range of clients including financial institutions, insurers, wealth managers, asset managers, pension funds, central banks, sovereign wealth funds and large corporates investing through Fidelity funds and segregated mandates.

The European CRM team acts as unique interface between the clients, the sales offices and all the internal operational departments. The team provides a high standard of service to our clients based in Europe and Latin America by ensuring a smooth onboarding and managing any operational queries the client may have during their investment life-cycle.

The European CRM team is also responsible for defining, articulating, and implementing operational service flows for each European market, whilst gaining any new business opportunities and ensuring both client and asset retention.

The European CRM team also provides consultancy services on all operational matters and presents service solutions to key clients. The European CRM team is a central point of contact, working in close cooperation with the Sales teams. The European CRM team holds a pivotal role on strategic issues, multi-territorial arrangements, and global relationships as well as platforms chosen by our clients.

The overall mission of the European CRM team is to position Fidelity International as a leader in providing an exceptional client experience.

About the role
Reporting to the Head of Client Relationship Management UK, this role will focus on providing an excellent client service for UK Institutional clients who hold segregated mandates with us, or are invested in our pooled funds. The successful candidate will be responsible for all the services provided and will act as an escalation point for any day-to-day related queries.

The role will involve direct client contact and the ability to co-ordinate internal resources to meet client requirements. It will also provide an opportunity to understand the extensive wider operational business as part of the client onboarding, servicing and change management process. In addition to this, the successful candidate can add value through managing other ad-hoc projects and initiatives which positively impact the business and the overall client experience.

The successful candidate will make a key contribution to the development of the overall client relationship and Fidelity International’s business goal of retaining and developing clients.

Your key accountabilities:

• Support the UK Institutional business by providing an excellent client experience and ensuring that a 'best in class' service is delivered.
• Proactively manage client activities and requests, ensuring deadlines are met, as well as responding to client enquiries or requests via the Sales team as they arise.
• Coordinate and attend regular service reviews with key clients and operational counterparties. Ensure that relevant  information is shared with the appropriate teams.
• Act as an escalation contact to ensure compliance with Anti Money Laundering (AML) requirements for existing clients in accordance with the Group AML Policy and the department procedures.
• Coordinate any new client implementations, existing client change activities and client terminations in line with procedures and policies.
• Build relationships with key internal stakeholders to the benefit of the clients.
• Responsible for keeping up to date with local market specificities.
• Promote understanding of business needs via sales and marketing, to help clearly define client demands and work with internal partners to fulfil these.
• Identify client relationship management trends and evolve client service practices, policies, procedures and standards by recognising opportunities to improve client engagement via ongoing client feedback and from client service reviews.
• Collaborate with global servicing counterparts and internal partner teams to identify and drive improvements to the global servicing platform.
• Work with business partners in Europe and other Fidelity locations to improve processes and procedures to enhance the overall client experience.
• Maintain accurate and consistent records of client interactions in Salesforce.
• Comply with operational risk controls and continually reassess operational risks, considering the changing economic, market and regulatory conditions, operating policies and procedures, and the impact of new technology.
• Maintain internal control standards, including timely implementation of internal and external audit points.
• Ongoing identification of tasks that are appropriate for delegation / reassignment to internal support functions and establish required oversight.
• Participate in educational opportunities to continuously develop market / client service / competitor knowledge through reading professional publications; attending industry events / conferences / forums and attending courses.
• Maintain an awareness of latest technology trends and applications and feed information back to relevant internal project / initiative / partner teams.
• Ensure that all interactions with clients are handled in a timely manner with a quality of response that continually exceeds their expectations.

Please note that the role may require occasional travel, depending on business needs.

About you

The successful candidate must demonstrate maximum commitment to Fidelity International’s clients and goals, with a willingness to embrace new challenges.

Required skills are:

• Over 5 years’ experience in a client relationship management position or similar role within the financial services industry.
• Strong knowledge of the UK asset management industry.
• Can-do attitude with the ability to prioritise effectively.
• Excellent networking skills and a client focused orientation.
• Dedication to accuracy, timeliness and high productivity whilst working under pressure to meet deadlines.
• Persistent and personable with strong cultural sensitivities when dealing with overseas Fidelity offices.
• Numeracy skills to interpret and utilise statistical data.
• Fluent spoken and written English.

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 careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit https://careers.fidelityinternational.com/

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.