FTC - Associate

Job Description

Title FTC - Associate

Department     Retirement and Transfers Capability

Location Gurugram- India

Reports To      Team Leader

Level Level 1

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.

Find out more about what we do, our history, and how you could be a part of our future at

About your team

The main role of the Independent Quality Control team is to ensure that the Retirement and Tranfers operations team follow established procedures and legal requirements so that consistent & good customer outcomes are achieved for members and clients of Fidelity's Workplace investing business. Independent Quality Control team conducts process control assessments to identify hidden risks in the process and suggest recommendation to eliminate/mitigate the same. Independent Quality Control team also identify process gaps through testing and suggest process improvement to streamline the process and plug in the process gap leading to enhanced customer experience, risk reduction, risk identification, reducing handovers, eliminating waste, and creating efficiency. It is a first line of defence for operations using preventive methodology of quality.

About your role

• Role will focus on monitoring the work undertaken by Fidelity's Retail business
• Ensure that transactions satisfy requirements that are in compliance with guidelines set by regulatory bodies
• QAs to identify hidden/inherent risk in the process and mitigation plan
• Process Control Assessment for all processes done bi-annually
• Identify risk in the process through testing and analysing error trends
• Conducts Root Cause Analysis (5 Whys Analysis/ Fish Bone Analysis) and Error Trend Analysis
• Ensure client request is processed within the agreed service level and to the required quality levels
• To record findings, which will be shared with your line manager and the team managers
• Work closely with the processing team that you are a SME for, acting as a referral point for them, and help coach them to address improvement requirements and ensure they understand the reasons for any changes you may propose.
• Work closely with the team to feedback on individual progress and assist in putting action plans in place to address ongoing improvement requirements and assist in delivering training upskilling in new work types.  
• To drive quality improvement initiatives in the team.
• To raise ideas for process improvements on a consistent basis
• 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 client.
• To keep supervisor informed of work in progress and escalate any possible issues
• To ensure knowledge of procedures are kept up to date, and any new procedures implemented.
• To perform testing for the department independently and within the scheduled timelines.

About you

• Minimum 2-3 years of experience of working in a Quality assurance process
• Individual should be able to devise and establish Quality procedures
• Develop & implement process improvements and resolves problems proactively
• Work across boundaries in a team environment to provide effective resolution of challenges
• Interact with business partners regarding inspection results discrepancies
• Proven record of monitoring performance by gathering relevant data and producing statistical reports
• Confident questioning and effective listening skills
• Proven experience of working on complex excel sheets and power point presentation
• Understanding of MS access and SharePoint will be an added advantage
• Accuracy and attention to detail essential, with strong analytical skills and ability to identify potential risks.
• Familiarity with statistical tools, graphing, data mining, and presentation of data.
• Self-starter, demonstrating a good use of initiative and ability to work independently
• Strong time management, prioritisation and organisational skills
• Ability to build strong relationships and credibility at all levels.
• Experience of working in a customer focussed, dynamic, commercially driven environment
• Flexible and adaptable, responds rapidly to changing agendas
• To have a good understanding of the FCA's Treating Customers Fairly regime to ensure that each customer receives the highest level of customer service and that this is applied on a consistent basis. In addition, it is essential that any TCF issues identified are fed back to line managers or TCF champions so the appropriate actions and decisions can be considered.
• Communicator – effective written and verbal skills

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit

For more about our work, our approach to dynamic working and how you could build your future here, visit