CSP - Value Stream Owner, Service Excellence & Retention

About the Opportunity Job Type: Permanent Application Deadline: 31 October 2026 Title                              CSP - Value Stream Owner, Service Excellence & Retention Department                  Client Servicing Platforms Location                      Gurgaon Reports To                  Head of Client Servicing Platforms Level                              8 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 Client Servicing Platform team and feel like you’re part of something bigger. About your team As a business, we are constantly evolving how we work to stay ahead of what our clients need and to deliver on our Forward 8 ambitions. FIL Platforms represents the next step in that journey - bringing together Asset Management Delivery, Enterprise Technology Services, and delivery and change teams from across the business into a single integrated structure, designed for clarity, speed, and impact. That structure is organised around Platforms, each a focused unit of capability with a single accountable owner and within each Platform, a set of Value Streams that translate strategic priorities into funded, sequenced delivery. Your value stream sits at the heart of that model. It exists to connect our talent and expertise directly to the priorities that matter most, delivering value for our clients with less duplication and fewer competing backlogs Client Servicing Platform is accountable for delivering on Fidelity’s client commitments after engagement, ensuring servicing outcomes are reliable, consistent and scalable across regions. The team owns the end-to-end client servicing journey, focusing on standardisation, transparency and repeatable delivery. The Service & Retain value stream owns the platform capabilities that strengthen service performance and deepen long-term client relationships. It brings together live service stability, continuous improvement, client insight and relationship-focused outcomes so that service delivery is transparent, repeatable and aligned to client needs across regions. About your role A value stream is FIL's core delivery construct - the unit through which strategy becomes execution. Each value stream is underpinned by a clear roadmap, supported by the right people and capabilities required to deliver it. It sits below the Platform and above the Agile Release Train (ARTs) and Squads that do the work, and it is the layer where sequencing is decided, scope is defined and refined, and outcomes are owned. As a Value Stream Owner you represent the voice of the customer - translating their strategic needs into delivery, as well as the Platform priorities. You will lead across both run (e.g. live service performance and stability) and change (e.g. delivery and continuous improvement). You’ll enable your teams to focus on the work that makes the biggest difference to FIL and its clients. Reporting to the Head of Client Servicing Platforms, you will lead the Service & Retain value stream, ensuring Fidelity’s client servicing outcomes are reliable, consistent, scalable and continually improving across the end-to-end client journey. Key outcomes Reliable, consistent and scalable servicing outcomes across the end-to-end client servicing journey. A coherent roadmap across the Strengthen Service and Deepen Relationships ARTs, linked to platform OKRs and client value. Clear ownership of service stability, operational risk, client insight and continuous optimisation. Transparent performance tracking focused on service quality, client retention, engagement, cost-to-serve and platform effectiveness. Day to day, this means: Setting and defining the value stream vision (Objective & Key Results) and roadmap, keeping it aligned to platform OKRs