About the OpportunityJob Type: PermanentApplication Deadline: 31 December 2024
Job Description
Title Manager Process Trainer
Department Banking, Payments & Distributions
Location Gurgaon
Reports To Associate Director - Banking, Payments & Distributions
Level Grade 5
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 team and feel like you’re part of something bigger.
About your team
With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers
and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all an individual’s and family’s financial needs.
About your role
We have reorganized the core delivery teams into five different capability teams, namely- Fund Dealing & Brokerage, Transfers & Retirement, Client Account Management, Payments & Distribution and Reconciliations & Product Management.
Capability teams have the skill sets persistently available to set and manage strategic direction, run and maintain the capability and to support a projected regulatory and mandatory change agenda. The Manager Process Trainer - Banking, payments & Distributions will report to the Associate Director - Banking, Payments & Distributions, within the GPS Delivery organisation. This role will support our vision of becoming the partner of choice for all an individual’s and family’s lifetime financial needs, offering access to world class online investment and retirement solutions for those who start saving with their employer, who come to us direct or through their adviser.
In this role, you will:
- Design and deliver training programmes that enhance employees understanding and execution of various processes.
- Review, standardise and update Process manuals. Process manuals should be the single source of information used for training new hires and upskilling existing staff. The focus should be on why we do something and what could happen if something is done incorrectly along with helping our staff on how something needs to be done
- Dedicated focus on new hires leading to creating SMEs, the process trainer would build out a training plan for each individual of the team such that the teams are clear on what is expected from them from a knowledge and skill-set point of view. Weekly 1-2-1s with new hires such that have a single point of contact to transition into the new organization
- Creating a culture where knowledge is given focus, investing in people to get industry certifications and making them future ready.
- Regular assessment for team members to gauge the knowledge levels which will also form part of monthly evaluation
- Proactively identifying training needs of the teams and build sessions which addresses the demand of the team. Developing competency and skill sets in team members by providing standardized training throughout the year.
- Identifying and fixing our processes where we have gaps in terms of non-value added activities, areas open for risk and / or processes which are sub-optimal to provide a good customer experience. This would entail review of errors, complaints, breaches and risk events.
- Work with Process trainers of other capabilities to regularly discuss best practises and also look at how we can develop corporate reserves across different teams.
- Publish a monthly Training dashboard to the teams and senior management
- Be expected to work closely with the Technical Support and Client Money Operational Support Functions to assist with the delivery of tactical and strategic initiatives for the team.
- Be required to build an increase awareness of FCA’s regulatory requirements on protection of client monies and assets through workshops & driving continuous improvement within the team
About you
- Good understanding of products and the various operational, legal, regulation and customer requirements+
- Excellent communication and presentation skills
- Proven experience in training or instructional roles, preferably in a process - oriented environment
- Ability to design and develop engaging training materials
- Should possess good understanding on Fidelity's services and products, should have Industry and competitor knowledge and how the same impacts the customer.
- Aware of current FCA CASS including awareness of TCF and seven customer principles.
- Proficiency in using training software and tools
- Strong organisational and time management skills
- Experience with e-learning platforms and digital training tools is an added advantage
- Have the ability to analyse data confidently, identify trends and potential areas of concern.
- Should have sound knowledge of Risks, control functions and regulatory aspect of the process.
- Should be competent to identify the skills gaps within team and work on rectifying or closing gaps by mobilising resources from other teams wherever required.
- To work towards attaining FCA T&C competency.
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.
