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About The Opportunity
Job Type: Fixed Term Contractor
Contract duration : 13 months.
Application Deadline: 25 June 2025
Title Technical Manager - Employee Experience
Department Client Services
Location UK / Dublin
Reports To Director - Client Services
Level 5
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.
About Your Team
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 customers 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 also key to creating a high level of engagement and job satisfaction for our employees helping to retain great talent within the organisation.
About Your Role
You will be responsible for engagement activities across Client Services in UK, Dublin and India. Activities are designed to strengthen the employee experience for our people in Client Services, encompassing talent acquisition, development, communication, work/life balance and wellbeing. You will play an essential role in developing the talent and personal development agenda, working closely with the Learning & Development team to drive the development and progression of all staff in Client Services.
- Lead the Client Services Employee Improvement Programme, working closely with the Learning & Development team and channel leads.
- Amalgamate existing initiatives associated with employee engagement to create a joined up, visible and engaging employee improvement and Talent programme of work.
- Lead on key elements of employee development e.g. Personal, Team & Talent and Succession Planning.
- Review and lead on continuously improving our recruitment programme.
- Proactive engagement with staff of all levels, keeping ‘an ear to the ground’.
- Forge relationships with other business areas, connect with global Fidelity programmes and external best practices to ensure activities are fit for purpose for our people and their development.
- Create and lead on social activities and recognition programmes for the department.
- Lead on employee forums, including Lunch & Learn sessions and Service to Sales.
- Create & maintain clear action logs to ensure we stay on track with the needs of the department with clear visibility for all employees.
- Evolve reporting for the Senior Leadership Team and work closely with the Business Management team to communicate effectively to all employees.
- Co-ordinating and representing CS requirements and development needs to the wider L&D community and Leadership Teams
- Mapping all Client Services role journeys
- Develop and deliver Learning and Development strategies and collaboration opportunities
- Ensure Learning and Development activities are co-ordinated, scheduled and completed
About You
- Excellent communication skills, with passion and ability to engage with staff at all levels and in different locations.
- Excellent motivational skills.
- Ability to be collaborative or work alone and under pressure.
- Excellent organisational skills and attention to detail.
- Delivery and results focused and able to manage stakeholder expectations.
- Flexible and positive attitude, with a ‘can-do’ approach.
- Good customer awareness.
- Relevant experience of working within customer contact centre.
- Ability to think ‘outside the box’, be creative and forward thinking in different ways to engage a diverse employee workforce.
- Ability to manage training and development activities, including resource development, management and independent project
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.
As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook. 
