MIA – Client Services
Fidelity International
3d ago

About the opportunity

Department overview

Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care.

The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it.

Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business.

We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions.

The way we operate is key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.

Purpose of the role

This is an exciting opportunity for a tech savvy, innovative, creative thinker with an analytical approach and a passion for customer experience and continuous improvement.

Using the Managing Interaction Analytics (MIA) tool you will be required to identify and monitor high risk’ calls and provide feedback on these if required, audit existing topics and develop new topics.

You will access reports in MIA to provide insight into customer needs and behaviours, and identify emerging trends and opportunities using MIA to increase efficiencies and customer satisfaction.

Key accountabilities

Managing Interaction Analytics (MIA) continues to evolve in Client Services. Responsibilities include enhanced quality checking of the MIA data including call listening and auditing of the MIA data.

You will be expected to handle the following :

  • Monitor calls flagged as high risk’ by MIA and feedback on these if required
  • Audit existing topics to increase accuracy
  • Develop new topics and refine existing topics in MIA
  • Service requests from across the business to provide insight into customer sentiment and behaviours
  • Work with the management to embed Interaction Analytics into our culture
  • Analyse and identify trends in data
  • Provide insight on changes in performance
  • Identify and highlight customer impacting issues to management
  • Provide proactive recommendations based on analysis to improve efficiencies and customer satisfaction
  • Present data in a clear and concise way
  • Contribute to a culture of continuous improvement
  • Experience and skills required

  • Experience in quality monitoring advantageous
  • Strong analytical skills and problem-solving skills to allow for the identification of trends and root cause
  • Excel skills including pivot tables
  • Able to use innovative thought process to take effective decisions
  • Self-motivated with the ability to plan, organise and manage time effectively
  • Strong focus on delivering accuracy and quality within tight deadlines
  • Able to communicate with stakeholders at all levels
  • Passionate about Quality delivering continuous improvement
  • Experience of designing and building reports an advantage.
  • About you

    About Fidelity International

    Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally.

    As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term.

    Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

    Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance.

    Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

    Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

    We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

    We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients.

    We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations.

    We call this new approach "dynamic working".

    Find out more about what we do, our history, our new approach of "dynamic working" and how you could be a part of our future at https : / / careers.

    fidelityinternational.com / about-us

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