Associate - Client Services

2 months ago

Gurugram Haryana, India Fidelity International Full time

About the Opportunity

**Job Type**: Permanent

Application Deadline: 29 February 2024

**Job Description**:
Title Associate - Identify

Department Client Services

Location Gurgaon

Reports To Manager - Client Services

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

Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.

About your role

The role of the individual is to work on the Identify queue to manage strict cut offs for the Identify (association) process as well as develop and support team members. The identify process involves indexing and identifying complaints & customer queries at the point of being received. You will be expected to ensure effective management of incoming volumes.

About you
- Oversee the general running of the Identify queue, Operations query queue and maintaining critical cut offs for all
- Achieve productivity, quality and efficiency targets
- Take responsibility for personal development through bi-annual appraisals and monthly development reviews/plans
- Establish and maintain relationships with the UK, Dublin and locally to ensure regular communication is upheld and best practices are shared
- Constantly challenge the processes and suggest ideas to bring efficiency
- 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
- Liaise with internal departments to ensure priority work gets completed in time
- Skills and Experience
- Experience of working in a dynamic, fast moving, customer focused environment
- Self-starter - motivated to work on their own initiative without needing direction
- Flexible and adaptable, responds rapidly to changing business needs
- Approachable, assertive and credible
- Communication - effective written and verbal skills, good attention to detail
- Ability to prioritize workload and delegate tasks effectively within the team
- Attention to detail and accuracy
- Willingness to question processes with a view to improving client service delivery

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