Team Lead - Client Services

Your Key Accountabilities  

• Responsibility for a team of people, with accountability for recruitment, 1:1 sessions, ongoing coaching, training planning and development of individuals across different levels to nurture and retain talent and create succession planning within the department.  

• Accurately capture records of knowledge and competency as well as personal conversations and interactions such as 1:1 meetings.  

• Proactive management of performance ranging from benchmark setting, performance review against target and management of underperformance where relevant.    

• Monitor and assist with the overall performance of the department - ensuring team members are focused on the right tasks to handle volume across contact channels. 

• Communicate important messages to the team through team meetings, 1:1s etc. encouraging team members to take ownership for their learning where feasible.   

• Approvals of your teams’ case work and call listening using a quality framework to define what good looks like - using coaching and feedback techniques to improve overall individual and team performance 

• Understand areas of risk and ensure any risk events are reported promptly, fully investigated and actions taken as required 

• Ensure all aspects of regulated complaints are handled & reported appropriately 

• Set out and consistently apply standards to create environment where people know what is expected of them 

• Lead as role model creating positive and effective team environment 

• Provide coaching, giving constructive feedback 

• Provide technical and procedural support, guidance or handle case and take manager calls. 

• Act as a point of escalation for complex or escalated cases providing guidance, taking manager calls or handling cases to lead by example.  

• Interaction with other team leads in the department to benchmark and collate a view of performance in the wider department. 

• Maintain professional working relationships with colleagues in Client Services and other departments in FIL.   

• Promote the Fidelity brand to drive revenue opportunities for the business.   

About you 

• Proven experience of working within in a Client Services environment, demonstrating commitment to improving customer service to grow the business. 

• Previous experience in a supervisory role or of building relationships with a team. 

• Strong people skills and a desire to help others develop. 

• Ability to communicate effectively, verbally or in writing, flexing approach to adapt to different needs. 

• A positive attitude with a proven ability to troubleshoot problems and overcome adversity. 

• Insight into other areas of FIL and how these areas relate to the role of an associate within Client Services. 

• Proactive approach to finding information and offering improvement for others. 

• Ability to work under pressure and to take initiative to escalate issues as appropriate. 

• Strong analytical skills and ability to record keep. 

• Proactive team player with a desire to improve knowledge across the team and wider department. 

• Strong sense of discipline with confidence to tackle difficult conversations. 

Regulatory obligations 

Your continued employment is dependent upon completing exams within timeframes indicated to you by your manager. The Markets in  

Financial Instruments Directive requires you to pass an exam within six months of your start date. The company will provide the relevant support to assist in the achievement of the qualification and you can view the syllabus using the following link https://www.cisi.org/cisiweb2/cisi-website/study-with-us/operations/ioc. For the FCA Training & Competency regulations completion of Industry recognised qualifications is required within 2 years of accepting the role, information about which exams are required for your role is available from your manager.  

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. 

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.