Job Description

About the Opportunity Job Type: Fixed Term Contractor
Contract duration : 8 months.
Application Deadline: 30 April 2023




Title: Associate
Department: Retail Operations
Location: Gurgaon
Reports To: Team Lead/Assistant Manager
Level : 1

We\xe2\x80\x99re 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 Retail Operations team and feel like you\xe2\x80\x99re part of something bigger.

Department Description

Retail operations are a function that is responsible for ensuring the smooth functioning of a Fidelity customer\xe2\x80\x99s financial or non-financial instruction. The team receives and processes a variety of customer instructions across a number of product groups. The teams participate in a number of customer feedback loops, identifying and driving improvements to processes and client experience. The department has a wide range of responsibilities. The core activity performed by the department is to work on client\xe2\x80\x99s instructions and documentations, accordingly, update and maintain client records on Fidelity systems. It also includes verifying the clients with their ID DOCS or IVC received and draft letters in case of incorrect docs, monitoring Fraud, doing checks for politically exposed and sanctions personnel. Additionally, there are couple of control reports processed by the team.

The ultimate goal for the team is:

• To provide excellent customer service and represent Fidelity as a premium service provider

• To help retain existing customers and attract new assets by handling client requests in a professional, timely and effective manner
• To work as a virtual team with the Customer Operations group in the UK.

• To work closely with internal colleagues \xe2\x80\x93 Marketing, Sales, UK Operations, Customer Services, BRC and Financial Controls to ensure timely resolution of all client issues and give regular feedback
• To monitor, control and improve service standards

Purpose of your role

The role involves ensuring customer (both internal FIL staff and external FIL investors) instructions are dealt accurately and in timely manner. The specific set of duties will depend on which team an individual join. The individual is required to liaise with various teams across locations to ensure work is completed on time and any potential issues are escalated in a timely manner to the appropriate level of management. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently depending on his tenure and experience within and outside the team. The individual should demonstrate a high level of commitment to our customers and constantly aim to improve service one can provide to them by adhering to and show casing Fidelity values. The role requires highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working.

Key Responsibilities

• Develop an understanding of Fidelity\xe2\x80\x99s products and businesses as well as the internal and external clients
• To process work items within agreed service level and to the required quality levels.
• Ensure that Quality, Productivity and regulatory standards are adhered to.
• Demonstrate ownership in managing the queues to ensure that all the instructions are processed on time.
• To identify risks in the team proactively and drive forward ideas to mitigate these risks.

• Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer and client.
• Maintain confidentiality in handling client sensitive information
• Be able to record data accurately that could be used for relevant MI, and ability to effectively understand MI that is published and its impact on their performance

• To keep supervisor informed of work in progress and escalate any possible issues which will impact on the timeframe to complete
• To ensure knowledge of procedures are kept up to date.

Experience and Qualifications Required

Minimum qualification required is a Graduate with 1-2 years of relevant experience, preferably in Financial Services.

• B.Com or an equivalent bachelor\xe2\x80\x99s degree from a recognised university (for technical roles a BCA or equivalent is preferred).
• Candidate should ideally be aware of the AML regulations, Pep & Sanctions, Knowledge of trusts, partnerships and corporate structures would be an advantage
• Understanding of screening systems such as World-Check and Experian. The ability to conduct comprehensive investigation & research
• Ability to step back from a situation and apply a common-sense approach \xe2\x80\x93 sometimes unique cases arise and it\xe2\x80\x99s not just a case of following a procedure.
• Strong risk awareness \xe2\x80\x93 including operational, compliance, business & reputational
• Good communication \xe2\x80\x93 effective written and verbal skills, and presentation skills with attention to details.
• Good computer skills with knowledge of MS Word, Excel and Power Point.
• Strong organizational skills. Flexible, team spirited approach with the ability to work independently
• Ability to work to deadlines in a demanding environment whilst maintaining consistency of work performance. Flexible to handle any ad-hoc business requirement and working in UK Retail and CE shifts.
• High degree of accuracy and attention to detail
• Demonstrates a high level of commitment to improving customer service / processes internally.

Feel rewarded

For starters, we\xe2\x80\x99ll offer you a comprehensive benefits package. We\xe2\x80\x99ll value your wellbeing and support your development. And we\xe2\x80\x99ll be as flexible as we can about where and when you work \xe2\x80\x93 finding a balance that works for all of us. It\xe2\x80\x99s 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.