Job Description

About the Opportunity Job Type: Fixed Term Contractor
Contract duration : 7 months.
Application Deadline: 26 March 2025

Title: Associate (FTC) - Client Account Management Capability
Department: Client Account Management Capability
Location: Gurgaon
Reports To: Team Lead/Assistant Manager
Level: Grade 1
Were 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 Account Management Capability team and feel like youre part of something bigger.
About your team
Client Account Management Capability supports and maintains pension administration services for a wide range of corporate clients. The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.
Maintenance Team is A rated team handling Member / Employer instruction pertaining to data updates for the member records. This team is responsible to process few key critical tasks :

• Association of Scanned items received from Scanning & Blue Prism daily, the monthly average volume is 3500 work items
• Handling Data / Address updates along with bulk file updates, the monthly average for data updates are for 12K members
• Manual data updates which are done individually due to system limitation
• Mailbox handling and cloning of work items which are received from the Internal teams

The team also handles ad-hoc requirements which quite often comes from other teams due to which we have to prioritise it on the same day. Apart from this, team also handles an avg. monthly volume of 2500 return mails, DWP and Manual letters (MF Statements)
About your role
The role involves ensuring client instructions are dealt accurately and in timely manner. The individual is required to liaise with various teams across location to ensure priority work is completed on time and any potential issues are escalated in a timely manner to the Team Leader. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently including projects and SSEs. The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity values.
About you

• Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members.
• Updating member records in accordance with written procedures and direction given by your supervisor.
• Issue routine correspondence using standard templates to the member ensuring that all legal and compliance requirements have been satisfied.
• Ensure that Quality and Productivity standards are adhered to.
• Liaise with internal departments to ensure priority work gets completed in time.
• Handle mailbox and folder queries.
• Identify and raise process improvement ideas and customer experience improvement ideas through FIL NXT & DC Rocks Programme.
• Generate required reports and Statements as per the procedures.

• Maintain compliance with confidentiality in handling client sensitive information.
• Handle additional admin and process related responsibilities efficiently and proactively.
• Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation.

Experience and Qualifications Required

• Understanding of mutual funds and other financial products offered in UK financial services market.
• Candidate must possess good communication skills, customer centric approach & working well as a team player.
• Strong knowledge of MS Excel, handling mailboxes using Outlook, PowerPoint .
• Any experience of working in client services teams and interacting will clients through email/phone calls & prior knowledge of pensions process would be an added advantage.

Feel rewarded
For starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work finding a balance that works for all of us. Its 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.