Proposition & Transformation Senior Manager, Bereavement Hub
Top Benefits
About the role
About the Opportunity
Job Type: PermanentApplication Deadline: 13 September 2025
Title Proposition & Transformation Senior Manager, Bereavement Hub
Department Client Services
Location Kingswood Office
Reports To Associate Director - Bereavement Hub
Level Senior Manager, Level 6
About Fidelity
With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers
and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all an individual’s and family’s financial needs.
About your team
The primary purpose of the Client Service Bereavement Hub is to help our clients grieve and find a way to move forwards. We do this through a sympathetic understanding of their needs so we may deliver a better client experience and continuously striving to simplify the process. As well as managing front line contact with next of kin, beneficiaries or supporting the executors and estate administrators, we manage the end-to-end bereavement process. This includes managing the client record on notification of death, reviewing and registering legal documentation, and various aspects of communications, to ultimately prepare the payment or transfer of assets to the deceased’s estate or beneficiaries. As an area with high regulation and tax impact, appropriate communications with key stakeholders and clients are paramount at all levels. The team is located in both UK and India.
About your role
As the Proposition & Transformation Manager, you will be responsible for defining what the proposition looks like for bereaved cases and how it needs to be transformed. This encompasses all client types, channels and products. You will drive success against our core purpose and goals, looking for process optimisation opportunities and other ways to deliver an improved and compliant client experience. As well as ensuring key requirements are included and prioritised you will represent the Bereavement Hub in key projects as the subject matter expert. You will understand and translate the impacts from corporate change initiatives, translating this into impacts for the Bereavement Hub Service Teams and ensuring appropriate changes to the Standard Operating procedures are captured and embedded across the team.
You will be a key representative working with the Investor Servicing Capability Team as well as other key stakeholders across the business in areas such as Tax, Legal, Product Technical, Compliance, Risk and Technology.
As a key member of the management team, you will also be responsible for supporting and developing a team culture which places learning and development and high performance at its heart.
Key Responsibilities
- Responsible for working with the Bereavement Hub Service Owner, Governance & Oversight Manager and the Associate Director to define the department strategy and goals.
- To actively scan the change, regulation and external landscape recognising impacts for the Bereavement Hub and translating into departmental actions needed or requirements.
- To serve as the voice of the clients to Bereavement Hub through analysis of risk events or complaints, client feedback, research and participation in industry discussions, as well as feedback from the Bereavement Hub teams.
- To define what good looks like across the process of a bereaved case and the standard to be attained for an award winning proposition.
- Building and developing key relationships with Investment Product, Investor Servicing Capability and GPS Delivery Capabilities, Tax, Legal, Compliance, Risk and all other stakeholders to ensure we keep up to date with best-in-class processes for managing assets in any product for any type of customer when they die.
- To define problem statements and requirements for capability teams to deliver desired outcomes to meet customer needs.
- To define and build out business cases for requirements, opining on prioritisation and working with capability and change teams to obtain a delivery schedule, with a clear line of sight on benefit realisation.
- To attend change delivery meetings as required and make relevant decisions aligned to requirement definition, scope, solution design and delivery timelines, and providing sign off that requirements have been met to achieve the desired outcomes.
- To support the rollout of any new initiatives and change management, driving positive organisational change and realising benefits.
- Responsible for embedding a data focused approach within the Hub to monitor business outcomes and modify performance accordingly.
- To supervise and manage benefit realisation once change has been delivered.
- To be a recognised key point of contact for proposition, product and service delivery areas, demonstrating effective collaboration and communication skills, and provide input on bereavement requirements when change initiated by these areas
- Where required, deputise for the Associate Director, taking on higher-level responsibilities and decision-making.
- Represent the area positively in meetings and offsite events, contributing to effective communication and stakeholder engagement.
- To provide line management responsibility as appropriate with a core focus on setting standards of excellence and supporting the development of talent.
About you
- A strong passion for achieving a high-quality service and client experience.
- Experience working with service improvement and change delivery teams.
- Deep knowledge of the Bereavement process with technical knowledge and experience.
- Strong business acumen and a strategic growth mindset with demonstrable ability to balance commercial business needs with those of the client.
- Ability to build strong relationships quickly, with both internal and external stakeholders in different functions.
- Strong communication skills with an ability to simply articulate a strategy and its importance to clients.
- Proven analytical skills and experience making decisions based on hard and soft data.
- Commitment to agile/digital working style and experience of managing change in an agile environment.
- Can demonstrate a flexibility of thinking and an ability to analyse and distil complex information quickly.
- Demonstrable problem articulation capability to multiple stakeholders.
- An ability to interpret data and metrics and gain insight to direct any required activities.
- Good influencing skills and comfortable managing multiple stakeholders’ needs.
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.
About Fidelity International
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 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 countries and with $739.9 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.
*Data as of 31 March 2021
Proposition & Transformation Senior Manager, Bereavement Hub
Top Benefits
About the role
About the Opportunity
Job Type: PermanentApplication Deadline: 13 September 2025
Title Proposition & Transformation Senior Manager, Bereavement Hub
Department Client Services
Location Kingswood Office
Reports To Associate Director - Bereavement Hub
Level Senior Manager, Level 6
About Fidelity
With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers
and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all an individual’s and family’s financial needs.
About your team
The primary purpose of the Client Service Bereavement Hub is to help our clients grieve and find a way to move forwards. We do this through a sympathetic understanding of their needs so we may deliver a better client experience and continuously striving to simplify the process. As well as managing front line contact with next of kin, beneficiaries or supporting the executors and estate administrators, we manage the end-to-end bereavement process. This includes managing the client record on notification of death, reviewing and registering legal documentation, and various aspects of communications, to ultimately prepare the payment or transfer of assets to the deceased’s estate or beneficiaries. As an area with high regulation and tax impact, appropriate communications with key stakeholders and clients are paramount at all levels. The team is located in both UK and India.
About your role
As the Proposition & Transformation Manager, you will be responsible for defining what the proposition looks like for bereaved cases and how it needs to be transformed. This encompasses all client types, channels and products. You will drive success against our core purpose and goals, looking for process optimisation opportunities and other ways to deliver an improved and compliant client experience. As well as ensuring key requirements are included and prioritised you will represent the Bereavement Hub in key projects as the subject matter expert. You will understand and translate the impacts from corporate change initiatives, translating this into impacts for the Bereavement Hub Service Teams and ensuring appropriate changes to the Standard Operating procedures are captured and embedded across the team.
You will be a key representative working with the Investor Servicing Capability Team as well as other key stakeholders across the business in areas such as Tax, Legal, Product Technical, Compliance, Risk and Technology.
As a key member of the management team, you will also be responsible for supporting and developing a team culture which places learning and development and high performance at its heart.
Key Responsibilities
- Responsible for working with the Bereavement Hub Service Owner, Governance & Oversight Manager and the Associate Director to define the department strategy and goals.
- To actively scan the change, regulation and external landscape recognising impacts for the Bereavement Hub and translating into departmental actions needed or requirements.
- To serve as the voice of the clients to Bereavement Hub through analysis of risk events or complaints, client feedback, research and participation in industry discussions, as well as feedback from the Bereavement Hub teams.
- To define what good looks like across the process of a bereaved case and the standard to be attained for an award winning proposition.
- Building and developing key relationships with Investment Product, Investor Servicing Capability and GPS Delivery Capabilities, Tax, Legal, Compliance, Risk and all other stakeholders to ensure we keep up to date with best-in-class processes for managing assets in any product for any type of customer when they die.
- To define problem statements and requirements for capability teams to deliver desired outcomes to meet customer needs.
- To define and build out business cases for requirements, opining on prioritisation and working with capability and change teams to obtain a delivery schedule, with a clear line of sight on benefit realisation.
- To attend change delivery meetings as required and make relevant decisions aligned to requirement definition, scope, solution design and delivery timelines, and providing sign off that requirements have been met to achieve the desired outcomes.
- To support the rollout of any new initiatives and change management, driving positive organisational change and realising benefits.
- Responsible for embedding a data focused approach within the Hub to monitor business outcomes and modify performance accordingly.
- To supervise and manage benefit realisation once change has been delivered.
- To be a recognised key point of contact for proposition, product and service delivery areas, demonstrating effective collaboration and communication skills, and provide input on bereavement requirements when change initiated by these areas
- Where required, deputise for the Associate Director, taking on higher-level responsibilities and decision-making.
- Represent the area positively in meetings and offsite events, contributing to effective communication and stakeholder engagement.
- To provide line management responsibility as appropriate with a core focus on setting standards of excellence and supporting the development of talent.
About you
- A strong passion for achieving a high-quality service and client experience.
- Experience working with service improvement and change delivery teams.
- Deep knowledge of the Bereavement process with technical knowledge and experience.
- Strong business acumen and a strategic growth mindset with demonstrable ability to balance commercial business needs with those of the client.
- Ability to build strong relationships quickly, with both internal and external stakeholders in different functions.
- Strong communication skills with an ability to simply articulate a strategy and its importance to clients.
- Proven analytical skills and experience making decisions based on hard and soft data.
- Commitment to agile/digital working style and experience of managing change in an agile environment.
- Can demonstrate a flexibility of thinking and an ability to analyse and distil complex information quickly.
- Demonstrable problem articulation capability to multiple stakeholders.
- An ability to interpret data and metrics and gain insight to direct any required activities.
- Good influencing skills and comfortable managing multiple stakeholders’ needs.
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.
About Fidelity International
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 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 countries and with $739.9 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.
*Data as of 31 March 2021