Title Quality Oversight Manager - Complaints - 18 Fixed Term Contract/ Month Secondment
Department Resolutions
Location Kingswood
Reports To Head of Technical Support and Learning Hub
Level 5
We help our clients invest for the future and to live the lives they want to lead. It’s a responsibility we take seriously, and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So, join Resolutions and feel like you’re part of something bigger.
About your team
Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight.
About your role
Embark on an exciting and fulfilling management journey within the Resolutions complaints team, where you will report directly to the Head of Technical Support and Learning Hub. You will take ownership of the Quality Control process, ensuring the highest standards of complaint handling are maintained and enhanced. As the manager of the Technical Complaint support team, you will lead a dedicated group of professionals responsible for answering queries and providing case handling support on complex complaints. Your team plays a vital role in ensuring every customer feels heard, valued, and satisfied, tackling a wide array of products and services offered by Fidelity across GPS, encompassing both regulated and complex issues.
Your mission will be to keep the Quality process current and aligned with Fidelity and regulatory standards. You will spearhead the development and implementation of a cutting-edge Quality Checking Framework, crafted to streamline complaint handling and elevate operational efficiency, whilst maintaining high-quality case handling. Your expertise will provide invaluable technical Quality support to Team Managers, ensuring consistent standards across the department and aiding the onboarding and growth of new Quality Checkers.
Bring your technical acumen and management prowess to bolster the team’s standing as quality control specialists.
Key Responsibilities:
Lead the Technical Complaint support team and provide strategic direction to ensure optimal support and satisfactory outcomes for customers.
Provide direction to Quality Controllers (QCs) by offering guidance and support to optimise their performance, even though you may not manage them directly.
Develop, implement, and maintain robust complaint handling Quality Control procedures, including a new Quality Checking Framework to boost operational efficiency whilst maintaining high-quality case handling.
Foster collaboration between Team Managers and Quality Assurance teams, aligning regulatory compliance, customer expectations, and business objectives, while navigating differences in approaches.
Participate in QA Working Group initiatives, committing to coaching and enhancing quality output through QA learnings.
Champion the use of the Resolutions GenAI tool to drive efficiency and innovation in complaint handling processes.
Establish feedback loops to empower the Technical Complaint support team to enhance processes continuously.
Monitor Resolutions Quality Control outputs, offering constructive feedback to Team Managers and facilitating calibration sessions with Quality Checkers and their Managers for alignment and precision.
Commit to self-development, personal growth, and continuous learning about Fidelity products, services, systems, and processes, ensuring regulatory knowledge and competencies are always up-to-date.
About you
Extensive experience managing a Quality Control process within the Financial Services sector, with a strong focus on handling complaints in a dynamic and fast-paced environment, is highly advantageous.
Proven experience in staff development.
Completion of IOC1 within 6 months of joining and IOC2/3 within 2 years, if not already obtained.
Excellent influencing and negotiation skills at all organisational levels.
Strong understanding of risk management and the importance of controls and escalation.
Proficiency in Microsoft Office – Word, Outlook, and Excel.
Demonstrated commitment, professionalism, and maturity.
Join us and make a meaningful impact by enhancing our complaint handling operations and driving quality excellence across the department. Your leadership can shape the future of Resolutions at Fidelity.
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.