Job Description

About the Opportunity Job Type: PermanentApplication Deadline: 26 April 2024Title Senior Associate - Operations Outreach TeamDepartment Retail OperationsLocation Gurgaon, IndiaReports To Assistant ManagerLevel Grade 2We\xe2\x80\x99re 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 Operations Outreach Team and feel like you\xe2\x80\x99re part of something bigger.About your teamThe Operations Outreach Team is a new team within Retail Operations, created in 2024, and built to provide outbound customer contact support.The focus of this team is to deliver a seamless, joined up experience between Fidelity and our customers to ensure timely responses to queries, and to allow for the smooth processing of a Fidelity customer\xe2\x80\x99s financial or non-financial instruction.The team will perform varied tasks including but not limited to, providing basic information requests, resolving complex queries, processing instructions, and communicating outcomes to our customers through the most appropriate channel.About your roleThis is an exciting opportunity to be part of a new team as it looks to build out and embed it\xe2\x80\x99s new structure.The role involves ensuring customer (both internal FIL staff and external FIL investors) queries and instructions are dealt with accurately and in a timely manner. The role operates within the \xe2\x80\x98business as usual\xe2\x80\x99 operating processes and procedures across all products within Global Platform Solutions. The role requires the individual to liaise with various teams across locations to ensure work is completed on time and any potential issues are escalated in a timely manner to the appropriate level of management. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently depending on thier tenure and experience within and outside the team. The individual should demonstrate a high level of commitment to our customers and constantly aim to improve the service being provided to them by adhering to and showcasing the Fidelity values.The role requires highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working.About youKey Responsibilities:

• Active communication with clients and advisors via phone, email, letter and FIL\xe2\x80\x99s online secure messaging service
• Adherence to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure
• Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business
• Processing financial or non-fianncial instructions
• Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person
• Proactive approach to problem solving and service improvement
• Should be able to drive innovation in the team
• Work towards achieving the relevant competency model for the role
• Flexible to handle any ad-hoc business requirements

Essential skills required for the role:

• Prior experience of working in a Customer Services/Operations environment
• Experience of working in a regulated environment
• Ability to communicate effectively, verbally or in writing, flexing approach to provide a service tailored to the customer
• Active listener
• Passionate about delivering positive solutions for customers
• Proactive approach to finding information and offering improvement for others
• Ability to work under pressure
• Proactive team player with a desire to improve knowledge across the department
• Ensure all inputting of information is accurate, good attention to detail
• Have passed or will be willing to study for the IOC 1 exam to ensure individual competency aligns with the MiFID II K&C regulations

K&C Captured Role: YesFeel rewardedFor starters, we\xe2\x80\x99ll offer you a comprehensive benefits package. We\xe2\x80\x99ll value your wellbeing and support your development. And we\xe2\x80\x99ll be as flexible as we can about where and when you work \xe2\x80\x93 finding a balance that works for all of us. It\xe2\x80\x99s 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.As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.

Fidelity International