Proposition & Transformation Senior Manager, Bereavement Hub

With a global presence across more than 25 locations, Fidelity International offers investment services and retirement expertise to a diverse client base, including central banks, financial institutions, wealth managers, and private individuals.

The Global Platform Solutions team aims to build a profitable $500bn business by becoming the preferred partner for comprehensive financial needs.

About your team

The Client Service Bereavement Hub assists clients through their grieving process with empathy, managing front-line contact with next of kin, beneficiaries, and estate administrators. Responsibilities include managing client records, legal documentation, communications, and asset transfers, all within a highly regulated environment. The team operates in the UK and India.

About your role

As the Proposition & Transformation Manager , you will define and transform the bereavement proposition across all client types, channels, and products. Your role involves process optimization, representing the Bereavement Hub in projects, and implementing corporate change initiatives.

You will collaborate with various stakeholders, including the Investor Servicing Capability Team, Tax, Legal, Product, Compliance, Risk, and Technology, to ensure best practices and compliance. Additionally, you will support team development and foster a high-performance culture.

Key Responsibilities

• Define department strategy and goals in collaboration with leadership.
• Monitor external changes and regulations, translating impacts into departmental actions.
• Represent the client perspective through risk analysis, feedback, and industry engagement.
• Establish standards for a high-quality bereavement process.
• Build relationships with internal teams to stay updated on best practices.
• Define problem statements and requirements for capability teams.
• Develop business cases, prioritize requirements, and coordinate delivery schedules.
• Participate in change delivery and sign off on requirements fulfillment.
• Support the rollout of new initiatives and manage organizational change.
• Embed data-driven monitoring of business outcomes and performance adjustments.
• Manage benefit realization post-implementation.
• Act as a key contact for proposition, product, and service delivery, ensuring effective communication.
• Deputize for the Associate Director when needed.
• Represent the area in meetings and external events.
• Provide line management and support talent development.

Candidate Profile

• Passion for delivering high-quality service and client experience.
• Experience with service improvement and change management.
• Deep knowledge of the bereavement process and technical expertise.
• Strong business acumen and strategic growth mindset.
• Ability to build relationships across functions.
• Excellent communication skills and strategic articulation.
• Proven analytical skills and decision-making ability based on data.
• Experience with agile/digital working environments.
• Flexibility in thinking and complex information analysis.
• Effective stakeholder management and influencing skills.

We offer a comprehensive benefits package, support your development, and promote flexible working arrangements to ensure a motivating and satisfying work environment.

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