Address
Form of workJob Type: Permanent Application Deadline: 08 April 2024
Title: Operations Lead, Brokerage
Department: Brokerage Operations
Location: Kingswood, Surrey
Reports To: Head of GPS Delivery
About Fidelity International
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 Global Platform Solutions team and feel like you’re part of something bigger.
About your team
With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers
and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all an individual’s and family’s financial needs.
About your role
We have organized our core Delivery teams into five different capability areas, namely- Fund Dealing & Brokerage, Transfers & Retirement, Client Account Management, Payments & Distribution and Reconciliations & Product Management.
Capability teams deliver a coherent set of outcomes across both technology and operational implementations. They have the skill sets persistently available to set and manage strategic direction, run and maintain the capability and to support a projected regulatory and mandatory change agenda. The Operations Lead, Brokerage will report to the Capability Director, Fund Dealing & Brokerage. This role will support our vision of becoming the partner of choice for all individual’s and family’s lifetime financial needs, offering access to world class online investment and retirement solutions for those who start saving with their employer, who come to us direct or through their adviser.
In this role you will:
- Work closely with Capability Director in shaping the capability’s strategy and direction.
- Manage and ensure the smooth running of the day-to-day operations of the capability to meet service level agreements (SLAs) and performance standards.
- Ensure that the BAU activities within the capability align with the broader business goals and strategic direction of the Capability. This includes all manual and automated processes.
- Lead the performance of the capability against established KPIs and metrics, identifying areas for process improvement
- Continuous Improvement: Identify opportunities for operational efficiency and service quality improvements, implementing changes to optimize the capability.
- Work closely with the Capability Director and product owner to manage and allocate change resources, ensure effective prioritisation with the goal of developing “straight-through” customer journeys.
- Maintain effective communication with stakeholders, including senior management, journey owners and internal teams, to provide updates on operational performance and resolve issues.
- Manage the budget allocated to BAU operations, making informed decisions on resource allocation and operational expenses
- Ensure that the capability operates in compliance with relevant regulatory requirements, industry standards, internal policies and proactively mitigates operational risks
- Act as the primary interface with the GPS Distribution and Investor Servicing teams
- Be responsible for customer experience for internal and external customers
Key Responsibilities
- Development of the existing Operating Model to further enhance the Brokerage Product / Proposition in a Global setting.
- Development of the existing Brokerage Operations Team from a training and competency perspective.
- Continuous review of all process flows, and procedures required to underpin the existing and future operating Model.
- Ownership of the Brokerage Operations Risk and Control Self-Assessment
- Review of all operational controls required to ensure the business has adequate mitigation in place to alleviate avoidable risks and errors.
- Setting team members goals and objectives and providing input to the wider Global Distribution Operations goals.
- Support the Global Platform Solutions additional project related activities, working with the Capability Director and change teams to deliver change initiatives in an agile and client centric manner.
- Manage the change agenda for Brokerage Operations and represent the Department in Change Priority meetings.
- Collation of Brokerage Ops MI reports.
- Ownership of the Market Broker/Custodian relationship including KPI Performance and service level meetings.
- Assist the business channels and Brokerage Proposition with Sales pitches and commercial proposals.
- Ensure representation from Brokerage in key external forums - PIMFA/Stock Events Working Party etc.
About you
- Good understanding of products and the various operational, legal, regulation and customer requirements
- Strong influencing skills with the proven ability to influence managers in relation to product and change requirements
- Adept at managing processes with significant reputational, financial, and compliance/regulatory risks to successful outcomes and outstanding client satisfaction.
- Business aware and cost conscious
- Experience of working in a customer focussed, dynamic, commercially driven environment
- Stakeholder engagements - Engaging across GPS and other Capabilities. Feeding RTB challenges into priority decision making forums to drive optimal outcomes for the business and it’s customers
- Strong communication skills
- Ability to lead across multiple sub-capabilities.
- Leadership and team building skills fostering a culture of excellence and continuous improvement.
- Ability to drive staff engagement and embed a customer focused culture in all areas of the business.
- A strong sense of ownership and accountability for the Capability's steady state operations and its contribution to the Capability's overall success
- Equally comfortable dealing with long term strategic issues as with detailed, complex operational issues
- Outstanding influencing skills and comfortable operating at the most senior levels of an organisation.
- Excellent interpersonal and communication skills, with a strong presence and the ability to adopt a commercially driven but versatile and culturally sensitive approach to be able to impact across all levels and functional, national and cultural boundaries.
- Strong leadership experience, with proven ability to lead multi-cultural teams and a track record of developing talent and diverse teams in a matrix structure
Our Values
Integrity – Doing the right thing, every time and putting the client first.
Trust – Empowering each other to take the initiative and make good decisions.
Our Behaviours
Brave - Challenging the status quo, being accountable and speaking up.
Bold - Acting with conviction, encouraging diverse thinking and keeping things simple.
Curious - Learning to do new things in better ways and encouraging fresh thinking.
Compassionate - Having empathy, caring for colleagues, clients & community.
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.
