Behaviour 1 - Managing a Quality Service Q: Tell us how you have assisted a customer, colleague or friend in the past.? Give one example using an outstanding demonstration as a business development manager at Fidelty pension

As a Business Development Manager at Fidelity Pension, a key aspect of my role was to build and maintain strong relationships with both clients and colleagues to ensure exceptional service delivery. One notable example that stands out is when I assisted a corporate client, a medium-sized company looking to enhance their employee benefit offerings, specifically in terms of pension plans. **Situation:** The client approached us with concerns about the engagement levels of their employees regarding the existing pension scheme, which they felt was undervalued and underutilized. This concern not only impacted employee satisfaction but also deterred potential talent from joining the organization. **Task:** My task was to identify and implement strategies that would align our pension offerings with the needs and expectations of the client’s workforce while ensuring a seamless experience throughout the process. This required collaboration with the client, understanding their company culture, and leveraging our pension products effectively. **Action:** I scheduled a series of meetings with the client's HR department to understand their specific pain points. I conducted a needs assessment through surveys and focus groups with employees, enabling me to gather insights on their preferences and concerns regarding pension benefits. Using this data, I developed a tailored presentation highlighting the advantages and flexibility of our pension plans, supplemented with interactive tools for the employees to visualize their potential retirement benefits. Furthermore, I organized a lunchtime seminar where I personally presented our offerings, answer questions, and provided real-life scenarios that illustrated the impact of our pension plans on future financial security. To reinforce the concept, I also introduced a user-friendly online portal that allowed employees to track their pension contributions and projections, enhancing their engagement with the plan. **Result:** The feedback from the employees was overwhelmingly positive, leading to a 30% increase in engagement with the pension scheme within six months. The client was thrilled with the results, which not only improved employee satisfaction but also positioned them as an attractive employer in their industry. This successful initiative was recognized within our company, and I was able to leverage this experience to foster further business with similar organizations looking for enhanced pension solutions. This experience highlighted my commitment to managing a quality service—by actively listening to and supporting the needs of clients and their employees, I was able to create a tailored solution that delivered real value, demonstrating the importance of customer-centric approaches in business development.