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.

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

• Monitor and achieve service levels and ensure team completes operational tasks in accordance with defined procedures.
• Drive Lean culture in the team.
• Mindset focused on overseeing the transfer instruction from initiation to completion.
• Monitor team’s performance viz. quality metrics, productivity, utilisation etc. Report on them along with performing periodic analysis.
• Drive ‘first time right’ culture within the team and work closely with other teams to understand gaps and take timely actions.
• 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.
• 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.
• Enhanced Communication: Explaining technical issues in client-friendly language. 
• Continuous Learning: Adapting to evolving systems and processes – growth mindset. 
• Risk Assessment: Identifying potential issues and making appropriate judgment calls. 
• Collaborative Problem-Solving: Working across functions to resolve complex cases. 
• Adapt swiftly to new systems and processes, embodying a growth mindset. 

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 comfortable working on Excel
• Strong communicator, able to represent the team effectively at all levels.

• Should have good knowledge about UK pension.

• 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

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 careers.fidelityinternational.com.

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