FTC Associate- Retail Operations

Job Description

Title                 FTC Associate- Retail Operations

Department      Rereg & Transfers

Location          Gurgaon, India

Reports To       Team Lead/Assistant Manager

Level                Grade 1

We’re 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 [insert name of team/ business area] team and feel like you’re part of something bigger.

About your team

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 always 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.

About your role

• Monitor and achieve service levels and ensure team completes operational tasks in accordance with defined procedures.
• Monitor team’s performance viz. quality metrics, productivity, utilisation etc. Report on them along with performing periodic analysis.
• Drive ‘first time right’ culture within the team and work closely with other teams to understand gaps and take timely actions.
• Identify and explain the dependencies between various teams and understand both downstream & upstream impact of the process!
• Processing the instructions e2e & helping the client with their journey
• Understands and proactively mitigates the impact of risk.
• Drive & deliver process improvements in response to customer feedback trends, process gaps / issues.
• 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

About you

• Should possess good understanding on 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 process seamless client e2e journey & raise any challenges.
• Strong communicator, able to represent the team effectively at all levels.
• Have the ability to analyse data confidently, identify trends and potential areas of concern.
• Possess sound understanding of Risks, control, and regulatory aspect of the process.

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.