EMEA Distribution Platform Assistant Manager

Fidelity Investments Canada · Luxembourg

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About the Opportunity

Title                 EMEA Distribution Platform Assistant Manager

Department    European Client Relationship Management

Location          Luxembourg

Reports To      Head of Client Relationship Management Iberia, LaTam & MESA

Level                Assistant Manager

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 EMEA CRM team and feel like you’re part of something bigger.

About your team :

The European Client Relationship Management team (“EMEA CRM”) is based in Luxembourg, London, Milan, Paris and Kronberg (Frankfurt), and oversees client take-on and client service for a diverse range of clients including financial institutions, insurers, wealth managers, asset managers, pensions funds, central banks, sovereign wealth funds and large corporates investing through the Fidelity funds ranges as well as through segregated mandates.

The EMEA CRM acts as unique interface between the Clients, the Sales Offices and all the internal operational departments and provides high standards services to our Clients based in Europe, Latin America and Middle East & South Africa by ensuring a smooth onboarding and managing any operational item the Client may have during their investments life-cycle.

The overall mission of the team is to position Fidelity at the leading edge of customer service to Clients in Europe

About your role :

Reporting to the Head of CRM - Iberia, Latam & MESA this role will focus on EMEA Platforms.

The EMEA Distribution Platform Assistant Manager will act as the central coordination point for all platform-related servicing activities across EMEA, ensuring strategic and operational  alignment across markets. This role is critical to supporting continuous migrations and integrations resulting from mergers and acquisitions within the asset management industry, while maintaining a seamless client experience.

The successful candidate will oversee clients onboarding via platform, administration, and servicing, providing expert guidance and resolving platform-related queries. By coordinating internal resources and external providers, the role ensures efficient delivery of platform solutions that meet client and business requirements. This position offers exposure to the broader operational landscape, including change management initiatives linked to industry consolidation.

Beyond core responsibilities, the EMEA Distribution Platform Assistant Manager will lead ad hoc projects and initiatives that enhance operational efficiency, reduce risk, and improve client experience. Acting as the subject matter expert for platform servicing, the individual will play a key role in streamlining migrations, optimizing resource allocation, and ensuring consistent servicing standards across regions and platforms. Ultimately, this role strengthens Fidelity’s ability to adapt to evolving industry dynamics and supports the business goal of retaining and developing every client we win.

The position will be based in Luxembourg and will support the EMEA CRM Team, collaborating with the broader CRM team, stakeholders across Continental Europe and globally within the wider operations organization.

Your key accountabilities :

• Platform Servicing & Coordination: act as the primary point of contact for platform-related servicing activities across EMEA. Oversee client onboarding and migrations between platforms, ensuring smooth transitions and minimal disruption. Proactively manage platforms activities / requests, ensuring deadlines are met and adherence to procedures

• Strategic Alignment & Governance: Ensure consistency of platform standards and servicing processes across markets. Implement framework and procedure to ensure successful migrations and integrations and  mitigate operational risk. Support strategic initiatives linked to mergers, acquisitions, and industry consolidation.

• Client Experience & Relationship Management: Maintain high servicing standards to platforms. Act as a liaison between sales teams and CRMs from EMEA markets as well as APAC operations and Platforms to ensure client requirements are met.

• Project Management & Change Initiatives: Lead and manage ad hoc projects with platforms that improve operational efficiency and client experience: SWIFT  functions, automated reporting, etc. Drive change management initiatives related to platform upgrades, integrations, and new technology adoption.

• Continuous Improvement: Identify opportunities to optimize processes and reduce complexity in platform servicing. Share best practices across regions to ensure alignment and efficiency.

• Leadership Communication: Establish and maintain a structured communication channel with senior leadership to keep them informed of platform developments, industry trends, and anticipated changes. Provide insights and foresight on platforms industry evolution to support strategic decision-making.

• CRM team support: Support team workload management and act as back up capacity where volumes require.

• Take full ownership of client issues and complaints from identification to resolution by working closely with internal partner teams.

• Analyse data and compile relevant and timely management information on all aspects of client service and assisting with preparation of other metrics and papers.

• Maintain accurate and consistent records of client interactions in Salesforce.

• Comply with operational risk controls and continually reassess operational risks, considering the changing economic, market and regulatory conditions, operating policies and procedures, and the impact of new technology.

• Participate in educational opportunities to continuously develop market / client service competitor knowledge through reading professional publications, attending industry events/ conferences / forums, attending courses, maintains an awareness of latest technology trends and applications and feeds information back to relevant internal projects / initiatives / partner teams.

About you :

The candidate must show strong interest for Asset Management industry, high flexibility and maximum commitment to the company's clients and goals. The resource will join a highly dynamic team, so it is essential to be ready to join new challenges and demonstrate willingness to continuous learning and day by day improvement.

Desirable skills are:

• University Degree in Business Administration, Finance, Economics, or other related studies
• Several years’ experience in a European Platform servicing position or in a similar role within the Financial services industry
• Strong operational background on distribution platforms, as well as on the mutual fund industry, ETFs, and other investment vehicles, as well as Sub-Advisory Business
• Experience working with platform data providers
• Solid understanding of regulatory requirements such as MiFID II, including experience with solvency reporting and related compliance processes.
• In depth knowledge and understanding of platform distribution models, including the legal framework, contractual agreements, and economic models underpinning platform relationships
• Experience in collaborating with international operations and customer facing teams, exposure to other cultures/countries
• Can-do attitude with the ability to set priorities
• A 'self-starter' but also a standout colleague able to build close working relations across Europe
• Strong networking skills and customer service orientation
• Excellent communication skills with the ability to engage and influence senior leadership, providing clear, concise updates on platform developments, industry trends, and strategic implications.
• Dedication to accuracy, timeliness and high productivity while working under pressure to meet deadlines
• Fluent spoken and written English. Knowledge of additional European  languages
• Professional qualifications appreciated (e.g. IMC / IAC / CFA Foundation).

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.

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