Associate - Client Services

1 week ago

Gurgaon, Haryana, India Fidelity International Full time
About the Opportunity

Job Type:
Permanent

Application Deadline: 13 March 2024

Job Description:

Title Associate

Department Member Relations

Location Gurgaon

Reports To Team Lead

Level 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 team and feel like you're part of something bigger.

About your team


Fidelity International is also a well-established and leading provider of Defined Contribution (DC) and Defined Benefits (DB) services for the UK corporate marketplace.

In the UK alone, more than 350 plus pension plans now trust us with over £33 billion worth of assets and in the Institutional DB business (across Europe/Asia) we hold over £76 billion worth of assets for our clients.

The Institutional business is spread out in many other regions as well such as Asia Pacific, Europe, Middle East, Emerging Markets etc.

About your role

  • Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members.
  • Updating member records in accordance with written procedures.
  • Ensure that Quality and Productivity standards are adhered to.
  • Liaise with internal departments to ensure priority work gets completed in time.
  • Handle mailbox and folder queries.
  • Identify and raise process improvement ideas and customer experience improvement ideas.
  • Maintain compliance with confidentiality in handling client sensitive information.
  • Handle additional admin and process related responsibilities efficiently and proactively.
  • Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation
  • Plan details and member account information
  • Products & investment options
  • General enquiries on processes, forms, etc.
  • Perform ad hoc administrative account amendments
  • Keeping required knowledge uptodate with the information provided both by line management as well as other means such as the intranet, regular member magazines or mailings etc.
About you

  • A passion for client service and the ability to act as a highly competent client contact for administrative, reporting and customer processing matters
  • Excellent communication and social skills
  • Attention to detail and accuracy
  • Knowledge of the UK asset management and pensions industry is an advantage.
  • Team player who can gain the support and commitment of internal and external members, client or service partners.
  • Willingness to question processes with a view to improving client service delivery.
  • Can do attitude reflected in proactive problem resolution skills and frequent followup.
  • Knowledge of MS Excel, handling mailboxes using Outlook, PowerPoint. (Outro)
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