Company Profile:

Fidelity International offers investment solutions and services and retirement expertise to more than million customers globally As a privatelyheld purposedriven company with a year heritage we think generationally and invest for the long term Operating in more than locations and with billion in total assets our clients range from central banks sovereign wealth funds large corporates financial institutions insurers and wealth managers to private individuals

Job description:

Department Description

Retail operations is a function that is responsible for ensuring the smooth functioning of a Fidelity customer’s financial or non-financial instruction. The function perform varied tasks that takes care of various stages of the customer’s journey and that includes creating an account, placing a deal, correcting errors, settling deals, monitoring fraud, transferring holdings from other companies to Fidelity and so on.

 

Purpose of your role

The India Service Centre Customer Operations team is responsible for tending to all investment matters relating to UK & Continental Europe clients. ISC customer operations department work closely together and is collectively responsible for the full administration lifecycle of clients’ investments with Fidelity. The successful candidate will need to ensure 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’s customer driven service is at the forefront of everything. The individual selected in the role is expected to represent his teams in various Management forums.

 

The role requires highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working. In turn, we would provide them with an environment that allows them to lead this change with management support wherever required. 

 

Key Responsibilities

• Review, standardise and regular upkeep of 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 their 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 along with IQC feedback.
• Work as a virtual team of process trainers 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

 

Competencies Required

• Should possess good understanding on Fidelity's services and products, should have Industry and competitor knowledge and how the same impacts the customer.
• Should possess a broad understanding of Fidelity's Regulatory responsibilities and awareness of relevant upcoming changes.
• 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.
• Selected candidate need to clear the IAQ exams in accordance with exiting T&C policy

 

Experience and Qualifications Required

• 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