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.
About your team
Client and Account Maintenance capability aims to achieve operational excellence and deliver a rich experience to our customers when engaging with FIL. This will primarily include identifying our customers uniquely across GPS and digitally transforming customer management and maintenance processes for our end-customers, advisers & member accounts alike. This capability is accountable for RTB (Operations) of Client and account management processes as well as Change through technical and engineering expertise. The Capability will be the delivery engine to deliver solutions for our GPS customers.
The function is responsible for carrying out all instructions of clients from Account set-up, dealing investments, switch, redemption to Reregistration and Transfers completion. All these activities need to be done accurately, swiftly and in full accordance with Fidelity's stringent regulatory requirements. The activities also include AML, Legal and Deal amendment tasks. The function’s underlying spirit is to be brilliant at basics and to provide excellent customer service to help the origination achieve it purpose. Continuous improvement is also one of the guiding principles that the function lives and operates by in the ever-changing environment.
About your role
The role of the Associate is to gain a detailed understanding of the process, conduct trainings, drive initiatives, take part in projects, maintain team MI, perform quality checks, keep an accurate record of the checks, identify issues and participate in discussions to agree actions to resolve issues identified.
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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 Fidelity’s 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 you
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 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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