Ftc - Associate Retail Operations
2 weeks ago
About the Opportunity
**Job Type**: Fixed Term Contractor
Contract duration : 10 months.
Application Deadline: 22 June 2024
**Job Description**:
Title FTC Retail Operations
Department Rereg & Transfers
Location Gurgaon, India
Reports To Team Lead/Assistant Manager
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 Rereg & Transfers team and feel like you’re part of something bigger.
As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
About your team
The India Retail Operations team is responsible for tending to all investment matters relating to UK & Continental Europe clients.
Their roles include carrying out all instructions to invest, switch and redeem money accurately, swiftly and in full accordance with Fidelity's stringent regulatory requirements; and always working hard to provide excellent and efficient customer service to improve the Fidelity name. The function also caters to Reregistration and Transfers of units and cash. The team must ensure that the daily SLAs are met which may otherwise result into P&L and reputational impact for Fidelity. The team works on AAA related activities placing deals for the clients investing in the onshore product range.
About your role
- Monitor and achieve service levels and ensure team completes operational tasks in accordance with defined procedures.
- Monitor team’s performance viz. quality metrics, productivity, utilisation etc. Report on them along with performing periodic analysis.
- Manage and nurture relationship with business partners (channels) and work closely with them to understand challenges and prioritise opportunities of process improvement.
- Drive ‘first time right’ culture within the team and work closely with other teams to understand gaps and take timely actions.
- Understand ‘who is our customer’ & guide / train staff on Fidelity's services and products and how they impact the customer.
- Identify and explain the dependencies between various teams and understand both downstream & upstream impact of the process
- Processing the instructions e2e & helping the client with their journey
- Understands and proactively mitigates the impact of risk.
- Drive & deliver process improvements in response to customer feedback trends, process gaps / issues.
- Shape-up metrics and articulate clear, achievable process goals.
About you
- Should possess good understanding on Fidelity's services and products or should have Industry and competitor knowledge and how the same impacts the customer.
- A team player at both Management & Team levels with a positive approach to change management
- Should be competent to process seamless client e2e journey & raise any challenges.
- Strong communicator_, _able to represent the team effectively at all levels.
- Have the ability to analyse data confidently, identify trends and potential areas of concern.
- Possess sound understanding of Risks, control, and regulatory aspect of the process.
Feel rewarded
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