Job Description

About the Opportunity Job Type: PermanentApplication Deadline: 06 September 2024Title Associate - Client Account MaintenanceDepartment Client Account MaintenanceLocation IndiaReports To ManagerLevel 1Were proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Workplace Investing Operations team and feel like youre part of something bigger.About your team

• To be able to process work items within agreed service level accurately
• To quality check all work items the same day and report any errors
• Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer
• Completing projects as assigned including Testing prior to any system changes
• Liaison with other departments across sites
• Develop an understanding of Fidelitys products and businesses as well as the internal and external clients
• To gain regulatory knowledge and ensure knowledge is maintained
• To keep the supervisor(s) informed of work in progress and escalate any issues/risks which may impact daily work and SLAs
• To ensure knowledge of procedures are kept up to date and any new procedures implemented
• Knowledge on stats and reporting would be added advantage
• Should be able to train the team members on critical tasks
• Should be able to review and update process documents independently
• Should be able to drive innovation in the team

About your roleThe role involves ensuring client instructions are dealt accurately and in timely manner. The individual is required to liaise with various teams across location to ensure priority work is completed on time and any potential issues are escalated in a timely manner to the Team Leader. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently including projects and SSEs. The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity valuesAbout you

• Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members
• Updating member records in accordance with written procedures and direction given by your supervisor
• Issue routine correspondence using standard templates to the member ensuring that all legal and compliance requirements have been satisfied
• Ensure that Quality and Productivity standards are adhered to
• Liaise with internal departments to ensure priority work gets completed in time
• Handle mailbox and folder queries. Identify and raise process improvement ideas and customer experience improvement ideas
• Generate required reports and Statements as per the procedures. Maintain compliance with confidentiality in handling client sensitive information.
• Handle additional admin and process related responsibilities efficiently and proactively
• Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation.Experience and Qualifications Required
• 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

Experience and Qualifications Required

• 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

Feel rewardedFor starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work - finding a balance that works for all of us. Its 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.

Fidelity International