Job Description

About the Opportunity Job Type: Permanent Application Deadline: 22 July 2023 Title Team Lead - Customer Relations, India Department Client Services Location Gurgaon Reports To Manager - Client Services Level 4 We\'re 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 team and feel like you\'re part of something bigger. Customer expectations are growing all the time. Client Services make sure these are met. They provide invaluable support to clients and colleagues - building strong and trusting relationships with both. As a Team Lead you will be provided with support to complete a profession qualification to establish the regulatory knowledge and competencies required for the role. Manage and prioritise daily activities and processes ensuring agreed service levels and to achieve business goals Monitor quality and error feedback ensuring pro-active steps are taken to reduce risk Provides regular updates to Management on trends and issues, team performance, escalated issues/ problems, project work To focus the team on business goals and priorities, setting team goals and allocating responsibilities Communicate effectively at all levels Handle escalated issues and briefing senior management if necessary Ensure accurate reports and statistics are maintained for MI (capturing volumes, productivity, performance, errors, attendance) Recognise and manage risk ensuring the team meets statutory, regulatory and compliance requirements Develops and maintains knowledge of all systems, processes and procedures relating to the department, ensuring updated procedure documentation is maintained Responsible for personal development planning, ongoing coaching and development of individuals through each stage of their role, skills matrix and conducting appraisals Effectively communicate to the team through a variety of methods including team meetings 1:1 meetings to ensure that all team members are aware of their performance, team performance, products, procedures and issues Promote a climate that fosters learning, new ideas, unconventional approaches and calculated risk taking Provides support and guidance to team members on career development Manages poor performance, escalating to Manager and HR where necessary Participate actively in recruitment process and support on boarding of right talent Establish and maintain relationships with the UK, Dublin and locally to ensure regular communication is upheld and best practices are shared Review, organise and coordinate the Business Contingency plans Drive continuous improvement, obtaining feedback and approval from peers and manager Identify, suggest, review and progress process improvement ideas and customer experience ideas Understand and comply with Fidelity rules including the Code of Ethics, Information Policy, Data Protection Act guidelines and Treating Customers Fairly. For training and development, these roles require you to work from office initially. Your skills and experience Experienced in leading and developing a team, through coaching and mentoring Highly motivated with a drive to succeed and make a difference Demonstrates a positive attitude, lots of initiative and being able to prioritise multiple tasks Ability to work under pressure and to tight deadlines Strong time management and organisational skills Demonstrates flexibility, with ability to respond to changing business needs Excellent communication and influencing skills Good understanding of the financial services industry and regulatory constraints Knowledge of Fidelity systems including DCM, GFAS, XTRAC and SID would be an advantage Knowledge of UK/Europe financial services industry and UK Pensions Knowledge would be an added advantage Mandatory Requirements As a firm supporting activities linked to Fidelity\'s UK-regulated business, FIL India applies high internal standards to ensure that our employees in supervisory roles achieve and maintain the minimum competency as determined by us to discharge their responsibilities. Therefore, your continuity in this role depends on you passing an exam within the first six months and the remaining exam (s) within two years from your official joining date. Additionally, you must complete mandatory training as assigned and continuously display the leadership and management skills expected of the role holder. The company will provide reasonable support in obtaining the qualifications. You are encouraged to discuss this with the hiring manager for additional details. 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.

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