Associate - Customer Operations
Location
Bangalore | India
Job description
About the Opportunity
Job Type: Permanent
Application Deadline: 13 January 2024
About Fidelity International Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future. Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first. Find out more about what we do, our history, and how you could be a part of our future at Our Values All of our people must be able to demonstrate affinity with the Fidelity core values: Innovation - Being willing to experiment and try new and better ways to serve our clients. Integrity - Taking personal responsibility for always acting in the best interests of our clients. Excellence - Striving to be the best while knowing we can always be better next time. Our Behaviours Brave - Challenging the status quo, being accountable and speaking up. Bold - Acting with conviction, encouraging diverse thinking and keeping things simple. Curious - Learning to do new things in better ways and encouraging fresh thinking. Compassionate - Having empathy, caring for colleagues, clients & community. About your team Retail Operations India handles requests from Fidelity's Retail, Wholesale, Funds Network, Continental Europe and some Asian customers. The team receives sorts and processes a variety of customer instructions across product groups. The teams participate in several customer feedback loops, identifying and driving improvements to processes and client experience. The goal for the team is: . To provide excellent customer service and represent Fidelity as a premium service provider . To help retain existing customers and attract new assets by handling client requests in a professional, timely and effective manner . To work as a virtual team with the Customer Operations group in the UK. . To work closely with internal colleagues - Marketing, Sales, UK Operations, Customer Services, BRC and Financial Controls to ensure timely resolution of all client issues and give regular feedback To monitor, control and improve service standards About your role Minimum qualification required is a Graduate. . To process work UK client instructions within agreed service level and to the required quality levels . Open to work from office at least 3 days from office and operate in flexible shift timings (10.30am-10.30pm IST) . Maintain MI . Liaise with other departments across Retail operations . Should have the right attitude towards the work and learn to deliver best services for the clients . Excellent communication skills - Written and Verbal . Have a far knowledge of using tools like Microsoft excel, PowerPoint and outlook . Develop an understanding of Fidelity's products and businesses as well as the internal and external clients . To gain regulatory knowledge and ensure knowledge is maintained . To keep supervisor informed of work in progress and escalate any possible issues which will impact on the timeframe to complete . To ensure knowledge of procedures are kept up to date, and any new procedures implemented. . To identify risks in the team proactively and drive forward ideas to mitigate these risks. . Strong attention to detail and excellent communication skills. Good spoken and written English language skills required . Self - motivated and flexible with the ability to work as an effective part of a team . Proactive approach to problem solving and service improvement 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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