CCMA Members Forum - Fidelity International - Preparing for the Unexpected - Fidelity’s Response to Covid

Date: 14/05/2021

Venue: Webinar 11 a.m.

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Fidelity International were awarded the accolade Best Response to Covid 19 at the 2020 CCMA Awards. Through skillful leadership and guided at all times by the compass of their values, Fidelity managed to achieve the delicate balance of addressing concerns for staff wellbeing and service delivery to customers. On this webinar the team will share insights under the theme of Preparing for the Unexpected. They will discuss their proactive, responsive measures to ensuring employee safety and wellbeing and also how they achieved a deep understanding of their customers' needs during this time and responded accordingly. 

Specific topics to be discussed include:

  • Backdrop to Fidelity's response to Covid
  • How we supported our customers and our employees

  • Our experiences throughout the year

  • What are our post Covid plans to support our new Dynamic Ways of Working

About the Speakers 

Helena Cooney Head of UK Client Services in Fidelity International.  Helena’s working career to this point has been predominantly in the financial services industry managing service delivery operations.  She joined Fidelity in July 2018 to set up a new Dublin Client Services function as part of the overall UK Client Services division.  Providing customer support to the UK market is the key objective and it is so rewarding to hear customers react so positively when engaging with team members from the Dublin operation.  Helena manages both the Dublin and the UK teams across three main channels, from Customer Direct to Advisory Firms and Corporate Sponsored Pension Scheme members, and thoroughly enjoys being part of the Fidelity family working with a fantastic team in both the UK and Dublin.

Laurie Cooke, Learning & Development Manager, Fidelity International. Laurie Cooke has worked in L&D for 14 years.  Having joined Fidelity International in late 2018 she is now a Learning Manager within the Global Talent Team.  Laurie began her L&D career training in the Securities industry and then moved across to Facebook/Accenture where she trained and managed a team of highly effective content analysts across the EMEA Market.  Laurie leads key L&D training initiatives including onboarding and upskilling workshops across UK and Ireland. She is passionate about employee engagement and delivering excellent learning curriculum to her teams, empowering them to deliver exceptional customer services at every interaction point.

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