About the Opportunity

Title:                  Retail Pension Benefits - Process Specialist                    

Department:     Retirements Capability - SIPP Benefits                

Location:          Kingswood  

Reports To:      Manager/Senior Manager

Level:                Grade 3

Introduction

We share a commitment to making things better for clients and each other. We continually explore new technology and different ways of working to put our clients first. So bring your boldest ideas to our Retail Pension Operations SIPP Hub Benefits team and feel like you’re making progress.

About your team

Retail SIPP Benefits team plays a pivotal role in managing the rapid growth of our SIPP product within the business. The UK Benefits team handles complex elements of SIPP administration tasks, such as processing Pension Sharing Orders for Divorce cases, QROPS (Overseas) Transfers, Benefit Calculations and Payments, Payroll Management, Online exception processes, and Customer Contact tasks aimed at addressing NIGO queries directly with PI, Wealth, and advised clients.

About your role

• Ability to effectively manage daily workloads, address queries, and handle escalated or complaint cases

• In-depth understanding of SIPP Benefits Processes in both UK and India roles

• Skillful management of technical or complex client instructions to ensure optimal client outcomes

• Oversight of process risks and adherence to reporting and data quality rules related to owned processes

• Maintenance and updating of team procedures, process flows, and quick guides following process changes or improvements

• Consistent and significant contribution to the team’s daily targets through timely, proactive, and high-quality client services

• Appropriate escalation of issues to management, especially those posing regulatory, reputational, or financial risks

• Direct contact with clients and internal stakeholders to proactively resolve any outstanding operational queries.

• Collaboration within and across teams to identify and address common themes for enhancing overall processes and customer experience

• Generation of ideas and active participation in projects contributing to the team's overall success

About you

• Proven SIPP/DC/DB administration experience
• Excellent knowledge of HMRC rules which govern pension transfers and benefit payments
• IOC1 Qualification in line with MiFID II K&C Role classification. FA2 Qualification desirable.
• Ability to complete multiple tasks against tight deadlines
• Accuracy and attention to detail in all aspects of service delivery, documentation and reporting.
• Confidence to question internal processes and encourage improvement.
• Numerate and computer literate (Excel, Word, PowerPoint & Outlook)
• Prior experience in a Phones or Customer Services based role would be helpful.
• Comfortable working with people and teams across the business & geographies.

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 careers.fidelityinternational.com.