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Head of FNW Service Experience


FundsNetwork (FNW) is a division of Fidelity International, providing an online platform for Financial Advisers. Our platform enables advisers to operate their businesses efficiently, and offer products and services to meet their clients’ investment needs. FundsNetwork operates in a highly competitive Business to Business (B2B) environment, managing approximately £38 billion in client assets across ISAs, general investment and pension accounts. We have a bold ambition to be the Market Leading platform by 2025 and creating an outstanding adviser experience is key to achieving this aim. The Adviser Experience function within FundsNetwork is responsible for the delivery of a high quality service proposition by ensuring advisers are able to access the support they need, when they need it, so that they are able to conduct their business in an easy and reliable way on the platform. Purpose of the Role The Purpose of this role is to design and implement a market leading FNW Service Centre experience, to enable advisers to conduct their daily business on the FNW platform as easily as possible. The role is responsible for a key pillar in the FNW Adviser Experience strategy, which is to ensure that when advisers contact us they are able to receive the correct information easily and quickly (a reactive service), as well as build out a strategy for FNW to provide advisers with the right information at the right time (a proactive service). The role is responsible for leading a team of 25 Account Managers, who provide our top advisers with a tailored service experience, as well as building out a scaled approach to ultimately enable FNW to be the market leader for Adviser Experience by 2025. Key Responsibilities Responsible for motivating and leading a team of 25 Account Managers to provide a market leading service to the most valuable FNW Firms in order to build strong, long-term relationships. Responsible for inspiring and leading stakeholders in the FNW supporting functions (e.g. Client Services, Operations) to continuously strive to deliver a market leading service delivery to support the Adviser Experience 2025 Strategy. Be able to quickly build and maintain productive relationships with key Adviser Firms to further grow and develop the FNW relationship. Be part of the extended leadership team in FNW and mentor and support emerging talent. Champion for as well as live our values and behaviours. Business Leadership Responsible for working closely with the Head of Adviser Experience to design and lead the implementation of programmes in order to deliver on the 2025 ambition of FNW being Market Leading in Adviser Experience. Responsible for working with the FNW supporting functions to ensure the FNW Service Centre proposition is meeting adviser expectations within a commercial and financial cost model. Establish clear objectives and measurements to track progress towards the achievement of key Service Centre and Adviser Experience Goals. Inspire and educate all FNW functions (direct and indirect functions) to embed a client/adviser centric culture so that all functions understand their impact on the adviser and their clients and are motivated to constantly improve their delivery. Identify process improvements in order to drive efficiency and reduce risk. Build highly productive relationships with the Business Development and Strategic Account Sales teams to identify and maximise opportunities (cost reduction and business development) with both new and existing advisers. Experience and Qualifications Required Track record of developing and implementing strategies to enable organisations to deliver a client centric approach. Experience of creating strong and productive internal partnerships to deliver client driven outcomes. Experience of influencing senior level stakeholders to gain the required resource and budget requirements. Experience of creating and embedding strong measurement frameworks in order to effectively monitor success. Experience of leading and promoting organisational culture change to ensure delivery to client expectations. Experience of leading and directing a team to be fully engaged in exceeding client expectations. About you About Fidelity International Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $611.4 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals. Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $471 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures. 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. Data as at 30 September 2020. Read more at Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.

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Banstead, England, SM7, United Kingdom

  • Ad ID:  18476758
  • Ad Type:  Offered
  • Posted on:  22/12/2020, 02:58
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