Associate - Data Implementations

Department - Workplace Investing Operations

Reports To Assistant Manager

Level Grade 1

About your team

Workplace Investing (WI) Operations supports and maintains pension administration services for a wide range of corporate clients.

The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.

DC Implementations team is responsible to process few key critical tasks:

• Reconciling and validating data on client files
• Raising timely data queries with the clients
• Placing blackouts and sending communication to the wider business/admin teams
• Placing holds on letters and deletion of CA/Imps group on Pendoc
• Releasing Welcome/TVIN packs and reconciliation through Pendoc Log
• Form collation for investment choices and reconciling them
• Creating member records on our systems
• Processing Bulk Sale
• IDQ runs
• Creating mappings on PV
• Placing diviloads.

The team works on multiple projects simultaneously in a month. Hence, any misses or delay of the above tasks can lead to potential Financial, reputational and regulatory risk.

About your role

The role involves ensuring client instructions are dealt accurately and in timely manner.

The individual is required to liaise with various teams across location to ensure priority work is completed on time and any potential issues are escalated in a timely manner to the Team Leader.

Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently including projects and SSEs.

The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity values.

About you

• Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members.
• Updating member records in accordance with written procedures and direction given by your supervisor.
• Issue routine correspondence using standard templates to the member ensuring that all legal and compliance requirements have been satisfied.
• Ensure that Quality and Productivity standards are adhered to.
• Liaise with internal departments to ensure priority work gets completed in time.
• Handle mailbox and folder queries.
• Identify and raise process improvement ideas and customer experience improvement ideas.

• Generate required reports and Statements as per the procedures.
• Maintain compliance with confidentiality in handling client sensitive information.
• Handle additional admin and process related responsibilities efficiently and proactively.
• Escalate any potential issue in a timely manner and keep AM abreast of the situation.