Ftc - Associate - Retail Operations

**About the opportunity**:
**Department Description**

Maintenance Domain Team is responsible for maintenance of client records setup with Fidelity.

Our team handles the instructions coming from Advisers and Clients associated with performing maintenance activities such as amendment of client personal details, setting up regular savings & withdrawal plans, Stock transfers & amalgamations and other maintenance activities. We offer these services across different products like Individual Savings Account (ISA), General Investment Account (GIA) & Self Invested Pension Plan (SIPP).

**Purpose of the Role**

The role of an 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.

**Key Responsibilities**
- 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 Required**
- 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

**About you**:
**About Fidelity International**:
We’ve been helping our clients plan and save for the futures they want for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to 2.5 million clients - everyone from central banks and financial institutions to wealth managers and private individuals. We think generationally and look to the long term. And today, building on the security of private ownership and our strong sense of purpose, we’re growing our business like never before.

**What it’s like to work here.**

In our welcoming, caring culture, you’ll feel valued, trusted and free to express yourself. We recognise the value of inclusion and diversity in culture, in thought and in experience. With this in mind, please let us know if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

As well as a clear commitment to inclusion, we offer real flexibility about where, when and how you work. It’s an approach we call ‘dynamic working’, and you’ll find it brings the very best out in you.

**Getting started**

Or, if you’re feeling inspired, start your journey with us right now.

APPLY