Job Description

About the Opportunity Job Type: Permanent

Application Deadline: 31 January 2024

About Fidelity International Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future. Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first. Find out more about what we do, our history, and how you could be a part of our future at http://www.fidelityrecruitment.com/india/about-us Our Values All of our people must be able to demonstrate affinity with the Fidelity core values: Innovation \xe2\x80\x93 Being willing to experiment and try new and better ways to serve our clients. Integrity \xe2\x80\x93 Taking personal responsibility for always acting in the best interests of our clients. Excellence \xe2\x80\x93 Striving to be the best while knowing we can always be better next time. Our Behaviours Brave - Challenging the status quo, being accountable and speaking up. Bold - Acting with conviction, encouraging diverse thinking and keeping things simple. Curious - Learning to do new things in better ways and encouraging fresh thinking. Compassionate - Having empathy, caring for colleagues, clients & community. About your team Retail Operations India handles requests from Fidelity\xe2\x80\x99s Retail, Wholesale, Funds Network, Continental Europe and some Asian customers. The team receives sorts and processes a variety of customer instructions across product groups. The teams participate in several customer feedback loops, identifying and driving improvements to processes and client experience. The goal for the team is: \xe2\x80\xa2 To provide excellent customer service and represent Fidelity as a premium service provider \xe2\x80\xa2 To help retain existing customers and attract new assets by handling client requests in a professional, timely and effective manner \xe2\x80\xa2 To work as a virtual team with the Customer Operations group in the UK. \xe2\x80\xa2 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 About your role Minimum qualification required is a Graduate. The role of the Senior Associate is to gain a detailed understanding of the process, conduct trainings, drive initiatives, take part in projects, maintain team MI, perform quality checks, keep an accurate record of the checks, identify issues and participate in discussions to agree actions to resolve issues identified. \xe2\x80\xa2 To process work UK client instructions within agreed service level and to the required quality levels \xe2\x80\xa2 Open to work from office at least 3 days from office and operate in flexible shift timings (10.30am-10.30pm IST) \xe2\x80\xa2 To process UK client instructions within agreed service level and to the required quality levels. \xe2\x80\xa2 To drive quality improvement initiatives in the team \xe2\x80\xa2 Place Buy/sell/switch deal instructions on Sonata/GFAS/PIWS/B2B applications \xe2\x80\xa2 To represent the department effectively in the key projects. To review project docs, participate actively in project meetings and communicate with all stakeholders. \xe2\x80\xa2 To raise ideas for process improvements on a consistent basis. \xe2\x80\xa2 To train people in the team. \xe2\x80\xa2 To identify risks in the team proactively and drive forward ideas to mitigate these risks. \xe2\x80\xa2 To ensure knowledge of procedures are kept up to date, and any new procedures implemented \xe2\x80\xa2 To manage the resolution of any resourcing issues within the team \xe2\x80\xa2 To apply knowledge, experience and judgement prudently to decisions that influence customer experience or team morale \xe2\x80\xa2 To interact with stakeholders at various levels to deal with both escalated issues and less routine matters \xe2\x80\xa2 Should have experience in solely managing various projects (Atleast 2 in last 2 quarters) and to be aware of project life cycle \xe2\x80\xa2 Expertise in testing in various test environments is must \xe2\x80\xa2 Having good knowledge on creating process maps (Having knowledge of Visio would be added advantage) \xe2\x80\xa2 To develop Service Level Agreements with key internal contacts to define operational standards between the groups when required \xe2\x80\xa2 To be able to establish & maintain a high level of customer service to both internal and external customers \xe2\x80\xa2 To assist the team in the resolution of operational queries and act as the first point of contact for senior stakeholders \xe2\x80\xa2 To establish and maintain relationships with the Gurgaon, Noida & UK Offices to ensure regular communication is upheld \xe2\x80\xa2 To prepare MI at the team level and individual level and conduct the analyses on the regular intervals (Having advance knowledge of excel skills like VLOOKUP, HLOOKUP, Pivot, if etc.) \xe2\x80\xa2 To review the MI reports published and ensure that it reflects the departmental data correctly (Thorough knowledge of process level MI reported and send data for monthly dashboards) \xe2\x80\xa2 Excellent communication, interpersonal and client services skills. Excellent written and spoken English language \xe2\x80\xa2 Proactive approach to problem solving and service improvement \xe2\x80\xa2 Ability to plan and organise when faced with multiple tasks \xe2\x80\xa2 Flexible working approach \xe2\x80\xa2 Proactive in problem solving \xe2\x80\xa2 Regulatory knowledge. \xe2\x80\xa2 Excellent excel and presentation skills \xe2\x80\xa2 Good knowledge & understanding of UK and India operational processes. 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.

Fidelity International