Associate - Retail Operations

3 weeks ago

Gurgaon, India Fidelity International Full time

About the Opportunity

**Job Type**: Permanent

Application Deadline: 11 May 2023

**Job Description**:
Title: ASSOCIATE - RETAIL OPERATIONS

Department: Retail Operations

Location: India

Reports To: Process Associate

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 Retail Operations team and feel like you’re part of something bigger.

Job Description and Key Responsibilities

The role of the Process Associate is to gain a detailed understanding of the process, conduct trainings, drive initiatives, take part in projects, maintain team MI, perform quality checks, keep an accurate record of the checks, identify issues and participate in discussions to agree actions to resolve issues identified.
- To be able to process work items within agreed service level accurately
- To quality check all work items the same day and report any errors
- Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer
- Completing projects as assigned including Testing prior to any system changes
- Liaison with other departments across sites
- Develop an understanding of Fidelity’s products and businesses as well as the internal and external clients
- To gain regulatory knowledge and ensure knowledge is maintained
- To keep the supervisor(s) informed of work in progress and escalate any issues/risks which may impact daily work and SLAs
- To ensure knowledge of procedures are kept up to date and any new procedures implemented
- Knowledge on stats and reporting would be added advantage
- Should be able to train the team members on critical tasks
- Should be able to review and update process documents independently
- Should be able to drive innovation in the team

Experience and qualifications
- Should be able to manage process escalations on their own
- Ability to process large volatile volumes to deadlines, whilst maintaining high standards of accuracy
- Strong attention to detail and excellent communication skills
- Self - motivated and flexible with the ability to work in offshore shifts
- Work towards achieving the relevant competency model for the role
- Flexible to handle any ad-hoc business requirements.
- Proactive approach to problem solving and service improvement

**Job Description**:
The role of the Process Associate is to gain a detailed understanding of the process, conduct trainings, drive initiatives, take part in projects, maintain team MI, perform quality checks, keep an accurate record of the checks, identify issues and participate in discussions to agree actions to resolve issues identified.

To be able to process work items within agreed service level accurately

To quality check all work items the same day and report any errors

Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer

Completing projects as assigned including Testing prior to any system changes

Liaison with other departments across sites

Develop an understanding of Fidelity’s products and businesses as well as the internal and external clients

To gain regulatory knowledge and ensure knowledge is maintained

To keep the supervisor(s) informed of work in progress and escalate any issues/risks which may impact daily work and SLAs

To ensure knowledge of procedures are kept up to date and any new procedures implemented

Knowledge on stats and reporting would be added advantage

Should be able to train the team members on critical tasks

Should be able to review and update process documents independently

Should be able to drive innovation in the team

Experience and qualifications

Should be able to manage process escalations on their own

Ability to process large volatile volumes to deadlines, whilst maintaining high standards of accuracy

Strong attention to detail and excellent communication skills

Self - motivated and flexible with the ability to work in offshore shifts

Work towards achieving the relevant competency model for the role

Flexible to handle any ad-hoc business requirements.

Proactive approach to problem solving and service improvement

Feel rewarded

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