Client Services Associate

About the Opportunity

**Job Type**: Permanent

**Job Description**:
Title: Associate

Department: Client Services

Location: Gurgaon

Reports To: Team Leader

**Job Type**: Permanent

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 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 involves ensuring customer (both internal FIL staff and external FIL investors) instructions are dealt accurately and in timely manner. The specific set of duties will depend on which team an individual joins. The individual is required to liaise with various teams across locations to ensure work is completed on time and any potential issues are escalated in a timely manner to the appropriate level of management. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently depending on his tenure and experience within and outside the team. The individual should demonstrate a high level of commitment to our customers and constantly aim to improve service one can provide to them by adhering to and show casing Fidelity values.

The role requires highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working.
- Develop an understanding of Fidelity’s products and businesses as well as the internal and external clients
- To process work items within agreed service level and to the required quality levels.
- Ensure that Quality, Productivity and regulatory standards are adhered to.
- Demonstrate ownership in managing the queues to ensure that all the instructions are processed on time.
- To identify risks in the team proactively and drive forward ideas to mitigate these risks.
- Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer and client.
- Maintain confidentiality in handling client sensitive information
- Be able to record data accurately that could be used for relevant MI, and ability to effectively understand MI that is published and its impact on their performance
- To keep supervisor informed of work in progress and escalate any possible issues which will impact on the timeframe to complete
- To ensure knowledge of procedures are kept up to date, and any new procedures implemented.
- To drive quality improvement initiatives in the team.

About you
- Identify and explain various processes within Client services along with their SLAs, KPIs for those teams
- Should be able to explain the key principles of Risk and the escalation process and should be able to understand and mitigates the impact of risk.
- Be able to analyse data and publish relevant MI.
- Have the ability to impart knowledge and understanding of the systems and tools used within the process and teams to new joiners of the team.
- Be aware of the customer feedback trends relating to their process including Complaints, NPS etc.
- Bachelor’s degree from a recognised university
- Strong logical and analytical skills with attention to detail coupled with excellent English communication skills.
- Good computer skills with knowledge of MS Word, Excel and Power Point will be preferred
- Ability to remain highly motivated and focused towards the key performance measurements.
- Adaptable to changing business needs - a team player with a flexible approach and the ability to multi-task.

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