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FTC - Team Leader/ Assistant Manager - Retail Operations

Posted: 23 May 2022 Closes: 22 Jun 2022
Gurgaon Office Competitive
Permanent & Full-time FID_J33261

About the opportunity

Department Description

The India Retail Operations team is responsible for tending to all investment matters relating to UK & Continental Europe clients.

Their roles include carrying out all instructions to invest, switch and redeem money accurately, swiftly and in full accordance with Fidelity's stringent regulatory requirements; and at all times working hard to provide excellent and efficient customer service to improve the Fidelity name. The function also caters to Reregistration and Transfers of units and cash.

The team must ensure that the daily SLA's are met which may otherwise result into P&L and reputational impact for Fidelity. The team works on AAA related activities placing deals for the clients investing in the onshore product range.

Purpose of the Role

The successful candidate will be leading one of the Operations teams and will ensure daily deliverable are met as per the agreed service levels, good communication / collaboration between teams across UK, Noida and Gurgaon and across functions (Technology, Operations, Front office teams, etc.). Also, the person will have to make sure that Fidelity's customer driven service is at the forefront of everything. The individual selected in the role is expected to represent his teams in various Management forums.

Key Responsibilities

  • Monitor and achieve service levels and ensure team completes operational tasks in accordance with defined procedures
  • Monitor team's performance viz. quality metrics, productivity, utilisation etc. Report on them along with performing periodic analysis
  • Responsible for monthly 1:1's, performance, development discussion & engagement of junior staff
  • Perform the role of a SME in managing the process, assessing gaps and provide recommendations.
  • Responsible to manage required staffing on the floor and be able to mobilise support from other teams - whenever required
  • Manage and nurture relationship with business partners (channels) and work closely with them to understand challenges and prioritise opportunities of process improvement.
  • Drive 'first time right' culture within the team and work closely with Quality team to understand gaps and take timely actions
  • Understand 'who is our customer' & guide / train staff on Fidelity's services and products and how they impact the customer.
  • Identify and explain the dependencies between various teams and understand both downstream & upstream impact of the process
  • Work with Technical Leads / Manager to ensure procedures (Knowledge Base) are up to date
  • Should have in-depth understanding of ongoing & up-coming RTB, CTB and Regulatory changes and how it impacts the process.
  • Should have the ability to guide and train others in Risk, controls and regulatory aspect of the process.
  • Should have awareness of skills / competency gaps and work with Manager to create right level of competency
  • Gauge the impact of the projects on the process and should be able to implement and run the non-CTB projects.
  • Understands and proactively mitigates the impact of risk.
  • Drive & deliver process improvements in response to customer feedback trends, process gaps / issues
  • Shape-up metrics and articulate clear, achievable process goals
  • Act as first escalation point for junior staff for any concerns and ensure all the escalations and issues are well handled and escalated upwards as appropriate

Competencies Required

  • Should possess good understanding on Fidelity's services and products or should have Industry and competitor knowledge and how the same impacts the customer.
  • A team player at both Management & Team levels with a positive approach to change management
  • Should be competent to identify the skills gaps within team and work on rectifying or closing them.
  • Strong communicator, able to represent the team effectively at all levels.
  • Decision-maker - able to take decisions and put together recommendations for future strategy.
  • Have the ability to analyse data confidently, identify trends and potential areas of concern.
  • Possess sound understanding of Risks, control and regulatory aspect of the process.
  • Selected candidate need to clear the IAQ exams in accordance with exiting T&C policy

Experience and Qualifications Required

  • A minimum of 8-10 years of management experience within a customer orientated work environment
  • Ability to plan and organise when faced with multiple tasks
  • Competent communicator both formally and informally
  • Ability to motivate team to remain positive despite difficulties or when under pressure.
  • Ability to generate enthusiasm
  • Proactive in problem solving
  • Flexible working approach
  • Regulatory knowledge.
  • Excellent excel and presentation skills.

About you

About Fidelity International

We've been helping our clients plan and save for the futures they want for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to 2.5 million clients - everyone from central banks and financial institutions to wealth managers and private individuals. We think generationally and look to the long term. And today, building on the security of private ownership and our strong sense of purpose, we're growing our business like never before.

What it's like to work here.

In our welcoming, caring culture, you'll feel valued, trusted and free to express yourself. We recognise the value of inclusion and diversity in culture, in thought and in experience. With this in mind, please let us know if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

As well as a clear commitment to inclusion, we offer real flexibility about where, when and how you work. It's an approach we call 'dynamic working', and you'll find it brings the very best out in you.

Getting started

For more about who we are, how we work and the part you could play in both our progress and our future, visit

Or, if you're feeling inspired, start your journey with us right now.


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