FTC - Associate Client Account Management

Job Description

Title                 FTC Associate-Retail Operations

Department      Global Platform Services

Location          Gurgaon

Reports To       Assistant Manager

Level                Grade 1

About Fidelity International

We’ve been helping clients plan and save for their futures for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers and private individuals. We think generationally and look to the long term. And today, building on the security of private ownership and our clear sense of purpose, we’re growing our business like never before.

Join us and you’ll be part of the progress we’re making. In our welcoming, caring culture, you’ll work with all kinds of people to find new and better ways to help our clients. Your views will be valued, and your professional goals will be supported. And you’ll discover a positive, inclusive environment where you’ll be free to be yourself.

About your team

Client and Account Maintenance capability aims to achieve operational excellence and deliver a rich experience to our customers when engaging with FIL. This will primarily include identifying our customers uniquely across GPS and digitally transforming customer management and maintenance processes for our end-customers, advisers & member accounts alike. This capability is accountable for RTB (Operations) of Client and account management processes as well as Change through technical and engineering expertise. The Capability will be the delivery engine to deliver solutions for our GPS customers.

The function is responsible for carrying out all instructions of clients from Account set-up, dealing investments, switch, redemption to Reregistration and Transfers completion. All these activities need to be done accurately, swiftly and in full accordance with Fidelity's stringent regulatory requirements. The activities also include AML, Legal and Deal amendment tasks. The function’s underlying spirit is to be brilliant at basics and to provide excellent customer service to help the origination achieve it purpose. Continuous improvement is also one of the guiding principles that the function lives and operates by in the ever-changing environment.

About your role
The role of the Process 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.

• To be able to process work items within agreed service level accurately
• To quality check all work items the same day and report any errors
• Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer
• Completing projects as assigned including Testing prior to any system changes
• Liaison with other departments across sites
• Develop an understanding of Fidelity’s products and businesses as well as the internal and external clients
• To gain regulatory knowledge and ensure knowledge is maintained
• To keep the supervisor(s) informed of work in progress and escalate any issues/risks which may impact daily work and SLAs
• To ensure knowledge of procedures are kept up to date and any new procedures implemented
• Knowledge on stats and reporting would be added advantage
• Should be able to train the team members on critical tasks
• Should be able to review and update process documents independently
• Should be able to drive innovation in the team

About you

• Should be able to manage process escalations on their own 
• Ability to process large volatile volumes to deadlines, whilst maintaining high standards of accuracy 

• Strong attention to detail and excellent communication skills 
• Self – motivated and flexible with the ability to work in offshore shifts 
• Work towards achieving the relevant competency model for the role 
• Flexible to handle any ad-hoc business requirements. 
• Proactive approach to problem solving and service improvement

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s 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.