Responsibilities
1. Responsible for working with the Bereavement Hub Service Owner,ernance & Oversight Manager and the Associate Director to define the department strategy and goals.
2. To actively scan the change, regulation and external landscape recognising impacts for the Bereavement Hub and translating into departmental actions needed or requirements.
3. To serve as the voice of the clients to Bereavement Hub through analysis of risk events orplaints, client feedback, research and participation in industry discussions, as well as feedback from the Bereavement Hub teams.
4. To define what good looks like across the process of a bereaved case and the standard to be attained for an award winning proposition.
5. Building and developing key relationships with Investment Product, Investor Servicing Capability and GPS Delivery Capabilities, Tax, Legal,pliance, Risk and all other stakeholders to ensure we keep up to date with best-in-class processes for managing assets in any product for any type of customer when they die.
6. To define problem statements and requirements for capability teams to deliver desired oues to meet customer needs.
7. To define and build out business cases for requirements, opining on prioritisation and working with capability and change teams to obtain a delivery schedule, with a clear line of sight on benefit realisation.
8. To attend change delivery meetings as required and make relevant decisions aligned to requirement definition, scope, solution design and delivery timelines, and providing sign off that requirements have been met to achieve the desired oues.
9. To support the rollout of any new initiatives and change management, driving positive organisational change and realising benefits.
10. Responsible for embedding a data focused approach within the Hub to monitor business oues and modify performance accordingly.
11. To supervise and manage benefit realisation once change has been delivered.
12. To be a recognised key point of contact for proposition, product and service delivery areas, demonstrating effective collaboration andmunication skills, and provide input on bereavement requirements when change initiated by these areas
13. Where required, deputise for the Associate Director, taking on higher-level responsibilities and decision-making.
14. Represent the area positively in meetings and offsite events, contributing to effectivemunication and stakeholder engagement.
15. To provide line management responsibility as appropriate with a core focus on setting standards of excellence and supporting the development of talent.
About you
16. A strong passion for achieving a high-quality service and client experience.
17. Experience working with service improvement and change delivery teams.
18. Deep knowledge of the Bereavement process with technical knowledge and experience.
19. Strong business acumen and a strategic growth mindset with demonstrable ability to balancemercial business needs with those of the client.
20. Ability to build strong relationships quickly, with both internal and external stakeholders in different functions.
21. Strongmunication skills with an ability to simply articulate a strategy and its importance to clients.
22. Proven analytical skills and experience making decisions based on hard and soft data.
23. Can demonstrate a flexibility of thinking and an ability to analyse and distilplex information quickly.
24. Demonstrable problem articulation capability to multiple stakeholders.
25. An ability to interpret data and metrics and gain insight to direct any required activities.
26. Good influencing skills andfortable managing multiple stakeholders' needs.
Feel rewarded
For starters, we'll offer you aprehensive 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 ourmitment 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. Job ID J59675