Ftc - Associate - Retail Operations

3 days ago

Gurugram Haryana, India Fidelity International Full time

About the Opportunity

**Job Type**: Fixed Term Contractor

Contract duration : 8 months.

Application Deadline: 25 May 2025

Job Description

Title Associate - Retail Operations

Department Retail Operations

Location Gurugram

Reports To Team Leader/Manager

Level 1

About Fidelity International

Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

About your team

Retail Operations India handles requests from Fidelity’s Retail, Wholesale, Funds Network, Continental Europe and some Asian customers. The team receives sorts and processes a variety of customer instructions across product groups. The teams participate in several customer feedback loops, identifying and driving improvements to processes and client experience.

The goal for the team is:

- To provide excellent customer service and represent Fidelity as a premium service provider
- To help retain existing customers and attract new assets by handling client requests in a professional, timely and effective manner
- To work as a virtual team with the Customer Operations group in the UK.
- To work closely with internal colleagues - Marketing, Sales, UK Operations, Customer Services, BRC and Financial Controls to ensure timely resolution of all client issues and give regular feedback

To monitor, control and improve service standards

About you

Minimum qualification required is a Graduate.
- To process work within agreed service level and to the required quality levels.
- Work on excel and should have worked on Vlookup and Pivot
- Liaise with other departments across Retail operations
- 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 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.
- Strong attention to detail and excellent communication skills
- Self - motivated and flexible with the ability to work as an effective part of a team
- Proactive approach to problem solving and service improvement
- Self-disciplined & Self - Starter
- Work towards achieving the relevant competency model for the role.
- Flexible to handle any ad-hoc business requirement and working in UK Retail and CE shifts.
- Good keyboard skills and PC literate Microsoft Word and Excel.
- Ability to plan and organise when faced with multiple tasks
- To identify risks in the team proactively and drive forward ideas to mitigate these

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