Job Description

About the Opportunity Job Type: Permanent
Application Deadline: 31 July 2024

Title: Process Specialist - Workplace Investing Operations
Department: Workplace Investing Operations
Location: Gurugram
Reports To: Team Lead/Assistant Manager
Level: Grade 3
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 Workplace Investing Operartions team and feel like youre part of something bigger.
About your team
Workplace Investing (WI) Operations 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.
WI Operations Account corrections team is responsible for managing various tasks for Workplace Investing Clients. Some of the key tasks the team carries out are:

• Process the Lifestyle Strategy Exception reports
• Handle 18% increase in System Variances
• Increase in volumes of bulk corrections
• Manage complex Retirement corrections
• Review cases for any Tax impact and engage Ops tax for further discussion
• Support in process review and changes
• Support in audit sampling
• Ongoing and future automation work
• Ensure timely & accurate member communication

Any impact on resources may have an adverse impact on meeting Client commitments, Service Level Agreements and Regulatory deadlines.
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 W.I.T.S. & PEX Ninja 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 UK financial services markets and mutual funds and broader understanding of regulatory framework.
• Has demonstrated the 7 principles of customer service in previous roles.
• Prior UK Pensions Knowledge would be an added advantage.
• Basic understanding of MS Office including PowerPoint.

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.