Associate - Workplace Investing Operations

Title: Associate - Workplace Investing Operations

Department:   Workplace Investing Operations

Location: Gurgaon

Reports To:     Team Lead/Assistant Manager

Level: Grade 1

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 Workplace Investing Operations team and feel like you’re part of something bigger.

About your team

Workplace Investing (WI) Operations supports and maintains pension administration services for a wide range of corporate clients. The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.

WI Customer Operations team which is an A rated process responsible for responding to Letters of Authority from IFAs, providing information on their customer’s account, and processing benefit projection requests.  DC Customer Operations team is responsible to process few key critical tasks:

• Process and validate administration packs for DC members and IFAs
• Providing information regarding pension plans
• Processing IFA Letters of Authority and benefit projection requests
• Prioritising and quality checking the accuracy and completeness of work done in the team

The monthly volumes of ~2800 members which are received from various sources, maintaining the SLAs are required in adherence to Key Performance Indicators (KPIs) including quality, productivity, error rates, and contribution above BAU objectives.

About your role
 

The role involves ensuring client instructions are dealt accurately and in timely manner. The individual is required to liaise with various teams across location to ensure priority work is completed on time and any potential issues are escalated in a timely manner to the Team Leader. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently including projects and SSE’s. The individual should demonstrate a high level of commitment to customer service improvement and also showcase Fidelity values.

About you

• Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members.
• Updating member records in accordance with written procedures and direction given by your supervisor.
• Issue routine correspondence using standard templates to the member ensuring that all legal and compliance requirements have been satisfied.
• Ensure that Quality and Productivity standards are adhered to.
• Liaise with internal departments to ensure priority work gets completed in time.
• Handle mailbox and folder queries.
• Identify and raise process improvement ideas and customer experience improvement ideas through FIL NXT & DC Rocks Programme.
• Generate required reports and Statements as per the procedures.
• Maintain compliance with confidentiality in handling client sensitive information.
• Handle additional admin and process related responsibilities efficiently and proactively.
• Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation.

Experience and Qualifications Required

• Understanding of mutual funds and other financial products offered in UK financial services market.
• Candidate must possess good communication skills, customer centric approach & working well as a team player.
• Strong knowledge of MS Excel, handling mailboxes using Outlook, PowerPoint .
• Any experience of working in client services teams and interacting will clients through email/phone calls & prior knowledge of pensions process would be an added advantage.

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.