Job Description

About the Opportunity Job Type: Permanent

Application Deadline: 31 August 2023



Title: Team Leader/ Assistant Manager

Department: Retail Operations

Location: Gurgaon/ Noida

Reports To: Manager

Level : 4

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

Department Description

The India Retail Operations team is responsible for tending to all investment matters relating to UK & Continental Europe clients.

Their roles include carrying out all instructions to invest, switch and redeem money accurately, swiftly and in full accordance with Fidelity\'s stringent regulatory requirements; and at all times working hard to provide excellent and efficient customer service to improve the Fidelity name. The function also caters to Reregistration and Transfers of units and cash.

The team must ensure that the daily SLAs are met which may otherwise result into P&L and reputational impact for Fidelity. The team works on AAA-related activities placing deals for the clients investing in the onshore product range.

Purpose of the Role

The successful candidate will be leading one of the Operations teams and will ensure daily deliverables are met as per the agreed service levels, good communication/collaboration between teams across UK, Noida, and Gurgaon and across functions (Technology, Operations, Front office teams, etc.). Also, the person will have to make sure that Fidelity\xe2\x80\x99s customer-driven service is at the forefront of everything. The individual selected for the role is expected to represent his teams in various Management forums.

Key Responsibilities

• Monitor and achieve service levels and ensure the team completes operational tasks in accordance with defined procedures
• Monitor team\xe2\x80\x99s performance viz. quality metrics, productivity, utilization, etc. Report on them along with performing periodic analysis
• Responsible for monthly 1:1\xe2\x80\x99s, performance, development discussion & engagement of junior staff
• Perform the role of an SME in managing the process, assessing gaps, and providing recommendations.
• Responsible to manage required staffing on the floor and be able to mobilize support from other teams - whenever required
• Manage and nurture relationships with business partners (channels) and work closely with them to understand challenges and prioritize opportunities for process improvement.
• Drive a \xe2\x80\x98first-time right\xe2\x80\x99 culture within the team and work closely with the Quality team to understand gaps and take timely actions
• Understand \xe2\x80\x98who is our customer\xe2\x80\x99 & guide/train staff on Fidelity\'s services and products and how they impact the customer.
• Identify and explain the dependencies between various teams and understand both the downstream & upstream impact of the process
• Work with Technical Leads / Managers to ensure procedures (Knowledge Base) are up to date
• Should have an in-depth understanding of ongoing & upcoming RTB, CTB, and Regulatory changes and how it impacts the process.
• Should have the ability to guide and train others in Risk, controls, and regulatory aspects of the process.
• Should have awareness of skills/competency gaps and work with Manager to create the right level of competency
• Gauge the impact of the projects on the process and should be able to implement and run the non-CTB projects.
• Understands and proactively mitigates the impact of risk.
• Drive & deliver process improvements in response to customer feedback trends, process gaps/issues
• Shape-up metrics and articulate clear, achievable process goals
• Act as a first escalation point for junior staff for any concerns and ensure all the escalations and issues are well handled and escalated upwards as appropriate

Competencies Required

• Should possess a good understanding of Fidelity\'s services and products or should have Industry and competitor knowledge and how the same impacts the customer.
• A team player at both Management & Team levels with a positive approach to change management
• Should be competent to identify the skills gaps within the team and work on rectifying or closing them.
• Strong communicator, able to represent the team effectively at all levels.
• Decision-maker \xe2\x80\x93 able to take decisions and put together recommendations for future strategy.
• Have the ability to analyze data confidently, and identify trends and potential areas of concern.
• Possess a sound understanding of Risks, control, and regulatory aspect of the process.
• Selected candidates need to clear the IAQ exams in accordance with the existing T&C policy

Experience and Qualifications Required

• A minimum of 3-5 years of management experience within a customer-orientated work environment
• Ability to plan and organise when faced with multiple tasks
• Competent communicator both formally and informally
• Ability to motivate team to remain positive despite difficulties or when under pressure.
• Ability to generate enthusiasm
• Proactive in problem-solving
• Flexible working approach
• Regulatory knowledge.
• Excellent Excel and presentation skills.

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