Customer Operations

We work in a huge variety of complex and competitive markets worldwide. Yet there is one constant throughout the Fidelity International business. We’re committed to giving every client the very best standards of service.

We have committed professional customer service teams in the UK and India. They cover Client Services, Retail, DC and Institutional Operations and Investment Platform Change which collectively make up what we call Platform Services. Wherever you join, whichever group you’re dealing with, you’ll be our main point of contact for customers, handling queries by phone, email and letter.

You could be fielding general info requests or specific investment questions. You might be providing clients with the knowledge they need to make the most of our investments. Or you could be following or implementing regulated administrative procedures to safeguard investments. Whatever the specifics of your role, your focus will be on giving every customer a positive experience of Fidelity from start to finish.

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Retail Operations

In Retail Operations, a wide variety of specialists make up an area we call Platform Services. Active in a variety of competitive and complex markets, Platform Services makes sure every client experience is positive from start to finish.

Whether you join the team in Client Account Management, Process Design or UAT Business Testing you’ll interact daily with colleagues from Europe, Asia and the Middle East, and build a deep understanding of our products and services, our different technologies, and the UK investment and distribution market. You’ll get close to our customers too. And you’ll never lack challenge.

Where we are:

UK, India

DC and Institutional Operations

Fidelity DC Pensions provides investment, product, administration and communication services to the (DC) corporate pensions market.

The Institutional business accounts for almost 50% of FIL’s assets. Institutional Customer Services is where all client servicing, administration and general operations takes place supporting more than 800 Institutional clients from the UK, Europe, Middle East, Japan and Australasia.  

Where we are:

UK, India

 

Client Services

Client Services is focused on helping our customers, who are at the heart of the business.

Our vision is to build the strongest possible customer relationships. Client Services is crucial to that vision. We aim to meet the needs of not only our customers, but their customers too: needs that are outlined in their initial phone call, letter or electronic message to Fidelity.

Client Services employs some 280 staff across the UK and India in a range of roles. Depending on the team you join, you might be handling incoming calls from customers, making outbound customer calls, dealing with complex queries from customers by letter, phone or email, identifying innovations, or supporting new projects and initiatives. Show particular promise and ability and you could become part of our internal talent programme which develops our future people managers.

Where we are:

UK, India

Investment Platform Change

This consists of four main areas: Investment Platform Services, Operational Architecture Group (OAG), Operational Development and Testing, and Risk Management.

We look at individuals who have the ability to interact confidently and forge strong relationships, with the determination and motivation to deliver in a fast-paced environment. 

Platform Services is responsible for a broad range of customer contact and operational processes on behalf of the UK Retail and Defined Contribution businesses.  The Platform Services team is responsible for managing the contact centre and inbound and outbound correspondence with customers. The team also controls a series of vital operational functions including the scanning of client documentation, automated and manual dealing, pricing of our onshore, offshore and platform fund ranges, transfers, re-registration, retirement and the payment of commission to our introducers.  

The Investment Platform is part of the business model responsible for delivering the core range of investment products (tax wrappers and asset classes) and record keeping services across the UK. This role focuses on managing and developing the overall proposition, to ensure it meets business channel requirements, market standards and regulatory requirements. It is also responsible for managing the relationships with business partners and suppliers.

The Operational Architecture Group (OAG) partner with internal Fidelity customers to optimise and streamline business processes by challenging existing practices and offering improvements.

Operational Development and Business Testing is part of Platform Shared Services and Change and has two key responsibilities: it provides project management and subject matter expertise for the operational work streams of projects emanating from the UK Business, Product Development and Regulatory Oversight. It also provides a User Acceptance Testing service for UK Retail, Institutional Defined Contributions, Institutional Defined Benefits and Platform Services. The service involves interaction with Technology, the Business and Operations to test and sign-off changes to the Web, FIL internal systems and interfaces to external systems such as SWIFT.

Where we are:

UK, India

Business Operations and Change

In Business Operations and Change, a wide variety of specialists make up an area we call Platform Services. Active in a variety of competitive and complex markets, Platform Services makes sure every client experience is positive from start to finish.

Whether you join the team in Client Account Management, Process Design or UAT Business Testing, you’ll interact daily with colleagues from Europe, Asia and the Middle East, and build a deep understanding of our products and services, our different technologies, and the UK investment and distribution market. You’ll get close to our customers too. 

Where we are:

UK, India

Your training and development

Fidelity International is a true meritocracy where you’ll have the freedom to take charge of your own career as you contribute to our success.

You’ll bring ambition, energy and the desire to keep learning and improving. We’ll provide you with all the support, training and development opportunities you need to do just that.

On-the-job learning

Drive your career

Best training, best opportunities

Working in a fast-evolving international environment will give you options to take your career in many directions, including overseas. What’s more, ours is a collaborative culture where knowledge and skills are shared naturally between colleagues and teams. So first and foremost, you’ll learn through your work and progress through your network.

You know your ambitions better than anyone. That’s why we put you at the heart of your own career planning. Employee-directed learning is the principle at the heart of our commitment to continuous professional development, but be assured we’ll deliver on that promise with comprehensive training and support.

We support your development with a wide range of internal and external training courses helpful to your role, like business briefings for insights into a particular area of Fidelity. If there’s a professional qualification relevant to your role or aspirations, we’ll support you to achieve it. We also host regular networking events, ‘lunch and learns’ and breakfast briefings to help you develop your skills.

Hear from our people

Gayle Neil-Godden
Client Services, Senior Manager
Clare Setchfield
Client Services, Senior Manager

Recruitment process

Our interview process is comprehensive but very much a two way street. We want to make sure that not only we’re making the right decision, but you are too. So this is your opportunity to find out about us. Ask about our culture and what makes us different. We think it’s the only way to be certain of making the right choice – whether you’re the person for the role and whether Fidelity International is the company for you.

Our thorough interview process is tailored per business area and role however you will experience at least one face-to-face interview throughout the process. We'll support you during the interview process and make sure you have everything you need.

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