About the opportunity
The India Retail Operations team is responsible for tending to all investment matters relating to UK & Continental Europe clients. The team is comprised of New Accounts, Dealing, Exits, Deal Adjustments, Re-Reg. & Transfers, and Broker Services & Retail Pensions.
These departments work closely together and are collectively responsible for the full administration lifecycle of clients’ investments with Fidelity. Their roles include setting up and maintaining clients' accounts; liaising with clients and brokers/providers to provide all necessary information, responding to any queries raised and quickly resolving any matters of concern; carrying out all instructions to invest, switch and redeem money accurately, swiftly and in full accordance with Fidelity's stringent regulatory requirements; and at all times working hard to provide excellent and efficient customer service to improve the Fidelity name.
Purpose of the Role
The purpose of this role is to be part of one of the above teams in managing teams, KPI, service levels etc. at the same time support non-CTB projects and RTB initiatives
To ensure team completes all daily operational tasks in accordance with defined procedures & deadlines set for the Dealing and maintenance tasks within the function.
To manage the team & product in India and ensure that all the escalations and issues (technical and non-technical) are well handled and escalated as appropriate.
To think & act innovatively and creatively to stabilize the process within the Customer Operations function.
To review, recommend and implement new methods and procedures to make daily operations more efficient
To work closely with business partners to prioritise issues and ensure these are dealt with quickly and efficiently.
To drive quality improvement initiatives in the team.
Drive all CTB agenda - lead project & testing, meeting, resource estimations, risk impact & assessments.
Deliver or facilitate process & technical trainings
Manage tech issues and change related incident calls
Manage process risks and respective documents (RCSA) along with recommended controls
Lead and coordinate non-RTB projects within the team(s)
To build and maintain effective working relationships both internally and externally.
To give input and assist with changes to team structure
To ensure individual development through effective delegation and empowerment, performance assessment and feedback
Review ideas / SCR along with Manager for prioritisation
To ensure appropriate staffing levels are maintained to meet operational and project requirements
Able to interact with key stakeholders i.e. business channels, inter-departments regarding both escalated issues and less routine matters
To set team goals and provide input to the wider department and business goals
To develop Service Level Agreements with key internal contacts to define operational standards between the groups
To be able to establish & maintain a high level of customer service to both internal and external customers
To assist the team in the resolution of operational queries and act as the first point of contact for senior stakeholders
To establish and maintain relationships with the Gurgaon, Noida & UK Offices to ensure regular communication is upheld.
To prepare & review MI at the team and individual level and conduct periodic analyses.
This role would require the individual to perform BAU processing activity whenever required.
Experience and Qualifications Required
5-7 years of progressive experience in leading Lean reviews and improvements via 6 sigma methodologies
Six sigma Green / Black Belt - Desirable
Six sigma Master Black Belt - Preferred
Natural thought process towards Continuous Improvement & Operational Excellence
Intensive lens to spot non-value add & value add steps in the process
Ability to plan and organise when faced with multiple tasks
Competent communicator both formally and informally
Ability to motivate team to remain positive despite difficulties or when under pressure.
Ability to generate enthusiasm
Proactive in problem solving
Flexible working approach
Excellent excel and presentation skills.
T&C captured role
Our clients come from all walks of life and so do we. We foster inclusiveness and encourage applications from any and every age, race, ethnicity, disability, gender identity, religion, culture, sexual orientation, or caring responsibility. Please don’t hesitate to contact us once you have applied to discuss the support we could offer you to help make Fidelity International even stronger.
About Fidelity International
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $565.7 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $437 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.
As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. Data as at 30 June 2020. Read more at https://www.fidelityinternational.com/
Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.