Senior Manager - Retail Operations

Job Description

Title: Senior Manager – Client Account Management

Department: Client Account Management, GPS Delivery

Location: Gurgaon

Reports To: Associate Director

Level : 6

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 Client Account Management team and feel like you’re part of something bigger.

About your team

Client Account Management Capability is responsible for On-boarding, Maitainence and servicing client, adviser and member accounts across GPS. The nature of service provided includes full support to our customers at all stages of their investment journey within different product offered by Fidelity.

The successful candidate, as a member of the team will be responsible for supporting the growth of Client Account Management activities based in the India Service Centre. This role is responsible for ensuring that customer instructions are actioned as per the defined service level agreements and regulatory deadlines.

About your role

The purpose of this role is to support the RTB lead in leading the teams while managing teams KPI, service levels etc. at the same time support CTB projects and RTB initiatives. The role of the Sr. Manager is to aid the team whilst enabling to complete all the projects delivery within stipulated period. The candidate should be able to increase productivity whilst introducing scalable solutions to increase profitability of FIL’s Business.

Due to the variety of tasks undertaken in the area flexibility is essential so that when required the Sr.Manager is able to manage business volumes, alongside manging the projects. This role is responsible for ensuring that appropriate FCA Rules are adhered to. The candidate will provide focus and leadership to the teams in attaining their objectives. He / She will ensure smooth functioning of the teams in scope and prepare them for present and future initiatives. Appropriate level of communication with stakeholders and other business areas is necessary to ensure the prompt resolution of any queries/issues. The role will also involve driving customer service culture in the department and process improvements which will allow Fidelity to retain business and attract new assets to the company.

About You

The candidate by virtue of having in-depth knowledge of the process / procedures / system, will in addition to contributing to the business as usual working and processing activities, act as guide, coach and mentor for front line managers and wider teams. The candidate will be expected to work closely with Operational teams within the capability and across the business along with Technical Support and Client Money Operational Support Functions to assist with the delivery of tactical and strategic initiatives for the team as a whole. The candidate will be required to drive continuous improvement within the teams. The candidate will also focus on inculcating processes which will reduce the regulatory risk and enhance controls. The core responsibilities will also revolve around engagement in projects, internal and external audits along with other operational area’s and provide expert inputs to ensure timely and quality delivery of business outcomes

• Sound understanding of Fidelity Products & Services (across GPS) for which he/she is responsible for providing services to client.
• Having a sound understanding of the systems used in GPS
• Foster a culture whereby team members are empowered to make decisions in the best interest of the client and willingly take high personal accountability for their decisions & actions
• Guide the team such that they embrace the constructs of a high-performing, self-organising team – ensuring team goals take precedence over individual goals
• Work towards capability and business goals and priorities through a variety of channels, setting team/department goals and delegating responsibilities as required.
• Builds relationships and communicates effectively with the team and stakeholders
• Performance and renumneration management including managing poor performance
• Review, organise and coordinate the business contingency plans
• Participate actively in recruitment process and support on boarding of right talent and build teams with a view on sucession planning
• Understand and comply with Fidelity rules including the Code of Ethics, Information Policy, Data Protection Act guidelines and Consumer Duty.
• Identify, suggest, review and progress process improvement ideas and customer experience ideas
• Represents Department/Fidelity in internal and external meetings.
• Ensures through his direct reports that the team completes all daily operational tasks in accordance with defined procedure & to review, recommend and implement new methods and procedures to make daily operations more efficient
• Awareness of skills gaps within team and ability to mobilise support to the teams
• To be able to handle escalations effectively. Understand changes clearly and the ability to communicate the changes clearly with relevant stakeholders.

Communication

• Ensures that there is effective communication across the department, across team best practice sharing and initiatives
• Uses a variety of channels to ensure information is disseminated to team in most effective manner; follows up with team to ensure information is understood.
• Provides regular updates to Management on trends and issues, team performance, escalated issues/ problems, project work.
• Keeps peers in other departments updated on team activities/projects, customer/ risk issues.
• Creates a positive impression of self. Influences, convinces or impresses others in a way that results in acceptance or agreement.

Experience and Qualifications Required

• Strong understanding and focus on client experience
• Excellent interpersonal skills enabling effective communication and conflict management
• Expertise in delegation, task allocation, monitoring/review to the closure
• Ability to pick up domain knowledge, delivery, and result focussed
• Able to represent the department, as a single point of contact, in key project initiatives
• Stakeholder management, communication, and presentation to all levels
• Strong operations management skills, result driven and highly collaborative
• Ability to work independently, quickly, and thoroughly to prioritise and complete tasks under multiple deadlines
• Flexible and positive attitude - with a "can-do" approach, a self-starter that "can think on your feet"
• Strong analytical and problem-solving skills
• Good understanding of the UK’s regulatory landscape
• Ability to build strong relationships and influence senior stakeholders
• Good analytical and problem-solving skills
• Demonstrates a high level of commitment to improving customer service / processes internally.
• Able to re-prioritise and organise effectively.
• Approachable, assertive and credible.

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