Job Description

About the Opportunity Job Type: Permanent

Application Deadline: 01 February 2024

About the Independent Quality Control Team The main role of the Independent Quality Control team is to ensure that the Retail operation, Retail SIPP operations and Workplace Investing operations teams follow established procedures and legal requirements so that consistent & good customer outcomes are achieved for members and clients of Fidelity\xe2\x80\x99s 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. The Independent Quality Control team reviews work undertaken in the following teams: \xe2\x80\xa2 DC Leavers \xe2\x80\xa2 DC Renewals \xe2\x80\xa2 DC Transactions and Account rebuilds \xe2\x80\xa2 DC Contributions \xe2\x80\xa2 DC Maintenance \xe2\x80\xa2 DC New Joiners \xe2\x80\xa2 DC Transfers in and Out \xe2\x80\xa2 DC Retirement Benefits and Controls \xe2\x80\xa2 DC Implementations Position is a team management role and will report to Senior Manager within IQC. This role is required to assist in building out the QA footprint in India and mitigate risk by improving the early identification of processing improvement opportunities and ensure the feedback loop to the processing teams is a strong. The successful candidate will need to ensure good communication / collaboration between teams across UK, Noida and Gurgaon and across functions (Technology, Operations, Technical & Front office teams, etc.) and assure quality products and processes by establishing and enforcing quality standards and testing methodologies. Individual is expected to be driving improvements in the quality of customer service to the highest possible standard, and in addition, to establish a continually improving customer experience through review and development of operational processes and systems. It requires the role holder to ensure that customer focus and the various feedback mechanisms (NPS, Complaints, Errors and Breaches) are championed and embedded into the fabric of teams. Other Key Responsibilitie will include:s \xe2\x80\xa2 Assures quality products and processes by establishing and enforcing quality standards; testing methodologies; and establishing management routines. \xe2\x80\xa2 Establishes quality and reliability standards by studying product and consumer requirements with other members of management and team \xe2\x80\xa2 Establishes product quality documentation system by writing and updating quality assurance procedures \xe2\x80\xa2 Maintains product quality by enforcing quality assurance policies and procedures \xe2\x80\xa2 Prepares product and process quality reports by collecting, analysing, and summarizing information and trends. \xe2\x80\xa2 Completes quality assurance operational requirements by scheduling and assigning employees; following up on work results. \xe2\x80\xa2 Maintains professional and technical knowledge by attending educational workshops \xe2\x80\xa2 Contributes to team effort by accomplishing related results as needed \xe2\x80\xa2 Monitor teams\xe2\x80\x99 performance viz. quality metrics, productivity, utilisation etc. Report on them along with performing periodic analysis \xe2\x80\xa2 Responsible for monthly 1:1\xe2\x80\x99s, performance, development discussion & engagement of junior staff \xe2\x80\xa2 Perform the role of a SME in managing the process, assessing gaps and provide recommendations \xe2\x80\xa2 Responsible to manage required staffing on the floor and be able to mobilise support from other teams - whenever required \xe2\x80\xa2 Manage and nurture relationship with business partners (channels) and work closely with them to understand challenges and prioritise opportunities of process improvement \xe2\x80\xa2 Identify dependencies between various teams and understand both downstream & upstream impact of the process \xe2\x80\xa2 Work with Technical Leads / Manager to ensure procedures (Knowledge Base) are up-to-date \xe2\x80\xa2 Should have the ability to guide and train others in Risk, controls and regulatory aspect of the process. \xe2\x80\xa2 Gauge the impact of the projects on the process and should be able to implement and run the non-CTB projects. \xe2\x80\xa2 Drive & deliver process improvements in response to customer feedback trends, process gaps / issues \xe2\x80\xa2 Act as first escalation point for any concerns and ensure all the escalations and issues are well handled and escalated upwards as appropriate \xe2\x80\xa2 Diligently highlight any risk areas with critical/high risk transactions to avert any risk events \xe2\x80\xa2 Ability to interpret and analyze documents, co-relate and analyze impact to overall processes and feed results into the decision making process \xe2\x80\xa2 Good computer skills including Microsoft office products (Excel, Word, Power point) will be an added advantage \xe2\x80\xa2 Demonstrate creative problem solving and solid judgment/decision making \xe2\x80\xa2 Independent, self-motivated with an ability to adapt and be flexible in a team environment Quality Assurance Manager Skills and Qualifications: People Management, Analysing Information , Reporting Research Results, Technical Understanding, Promoting Process Improvement, Developing Standards, Managing Processes, Dealing with Complexity, Problem Solving, Process Improvement Requirements: Mandatory \xe2\x80\xa2 Graduate with Minimum of 6 years of overall experience \xe2\x80\xa2 Excellent communication Skills (oral and written) \xe2\x80\xa2 Proficient in MS Office \xe2\x80\xa2 Able to demonstrate flexibility and adaptability in a change environment \xe2\x80\xa2 Strong team player and proven experience of collaborating with teams in multiple locations Desired \xe2\x80\xa2 ~12 month of work experience in workplace Investing Operations and/or Retail Operations will be added advantage \xe2\x80\xa2 ~12 months of proven experience of working in process quality or independent quality within or outside org \xe2\x80\xa2 Working knowledge of Six Sigma / Lean Concepts / DMAIC methodology will be an added advantage \xe2\x80\xa2 Working Knowledge of RCSA / FMEA / PCA desired \xe2\x80\xa2 Excellent math abilities and working knowledge of data analysis/statistical methods \xe2\x80\xa2 Experience of managing a multi-channel environment \xe2\x80\xa2 Evidence of organisational and prioritisation skills \xe2\x80\xa2 Action and problem solver orientated \xe2\x80\xa2 Conscientious, responsible, keen eye for detail and a results driven approach Customer Service and Quality Culture \xe2\x80\xa2 Work pro-actively to enhance our Customer Service culture and ensure that we act at all times in accordance with our principle of excellent customer service. Play an active role in collaborating with other department to reduce unnecessary handoffs and wastage of effort and time \xe2\x80\xa2 Identify and assess the impact that business initiatives will have on the operation teams and the end customer, and champion the Operations / customer view point on business conference calls in order to agree the most satisfactory solution Continuous Improvement: \xe2\x80\xa2 Ensure that a culture of improvement is in place to identify key complaint drivers and that we champion remedial work \xe2\x80\x93 working in collaboration with other departments to strengthen process, systems and control that will mitigate issues \xe2\x80\xa2 Implement and maintain performance improvement project as agreed by the goals of the department \xe2\x80\xa2 Proactively seek to improve processes in order to reduce handoffs, improve turnaround times and improve the customer service experience \xe2\x80\xa2 Ensure all audit points are acted upon and a culture of internal control and risk management is embedded in the team Our Values Integrity - Doing the right thing, every time and putting the client first Trust - Empowering each other to take the initiative and make good decision Our Behaviours Our employees should be: Brave - Challenge the status quo, be accountable and speak up Bold - Act with conviction, encourage diverse thinking and keep things simple Curious - Learn to do new things in better ways and encourage fresh thinking Compassionate - Have empathy, care for colleagues, clients and the community About Fidelity International Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 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 $783.6 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 $567 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. 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. We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations. We call this new approach \xe2\x80\x9cdynamic working.\xe2\x80\x9d Find out more about what we do, our history, our new approach of \xe2\x80\x9cdynamic working\xe2\x80\x9c and how you could be a part of our future at careers.fidelityinternational.com/about-us.

Fidelity International