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FTC - Associate Retail Operations

Fidelity International
Gurgaon, India
Closing date
23 Jun 2024

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Job Details

About the Opportunity
Job Type: Fixed Term Contractor

Contract duration : 10 months.

Application Deadline: 22 June 2024

Job Description

Title FTC Retail Operations

Department Rereg & Transfers

Location Gurgaon, India

Reports To Team Lead/Assistant Manager

Level 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 Rereg & Transfers team and feel like you're part of something bigger.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

About your team

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 always 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 SLAs 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.

About your role

  • 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.
  • 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 other teams 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!
  • Processing the instructions e2e & helping the client with their journey
  • 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.

About you

  • 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 process seamless client e2e journey & raise any challenges.
  • Strong communicator,able to represent the team effectively at all levels.
  • 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.

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

For more about our work, our approach to dynamic working and how you could build your future here, visit


Looking after you and your future

Here at Fidelity International, we care about people. You’ll have the freedom to take control of your career while we support your development in an environment surrounded by smart, passionate people. Simply because we believe that growth is key for long-term success. That’s why we provide regular training, mentoring and networking opportunities across the business - to support you and hone your skills as you progress within your current role and beyond. Our end goal is to help one another achieve the best personal and business outcomes.

We invest in you

Helping our people develop is at the core of our business. We believe that everyone should have the freedom to move in a direction that feels right for them. Career development isn’t a simple training course, or a qualification – it’s about satisfying curiosity and every individual’s goals, both professional and personal. We constantly look for new ways to help our people enjoy a fulfilling and long-term career at Fidelity.

What we have to offer

Depending on your location and job role, we offer benefits that are flexible and adaptable to your life stages, career and family circumstances. The benefits are designed to benefit both you and your family with support for physical, financial and emotional wellbeing.

Healthcare, medical checks and helplines - benefits to support mental and physical well-being for you and your family

Pensions, savings and discounts - retirement and savings that provide for your future

Life cover, company sick pay and family leave - financial protection that offers piece of mind should the unexpected occur

Our differences make us stronger

If you work here, you’ll find that we care deeply about creating a supportive place where all our people feel valued and free to be themselves. For us, commitment to Diversity and Inclusion is not only right, it’s critical for a healthy culture and leads to better business outcomes. That’s why we have an environment where all our differences are welcomed and celebrated.

Over the years, we have made huge progress on Diversity and Inclusion. But we are dedicated to improving and will continue to progress on creating an environment that reflects the full diversity of the communities where we work, and on making sure that all our people feel they belong.

Our strategy

We have set three company-wide priorities for our global Diversity and Inclusion strategy:

Diversity - Increase the diversity of people at all levels of our organisation

Inclusivity - Strengthen our inclusive culture where everyone’s voice is heard

Reputation - Enhance our presence with clients and communities as an inclusive company

How we encourage inclusion and diversity

At Fidelity, we value and respect all the differences that make us who we are, including: age, cultural background, ethnicity and race; disability and mental health, gender, gender identity and expression, sexual orientation, and social background. Our activities focus on these global priorities:

Cultural diversity

With 46 offices across 27 countries, we have a wonderfully diverse community and have respect for different cultures, nationalities, ethnicities and beliefs.


We are committed to improving accessibility and enablement for our employees with different abilities and health conditions.


We are dedicated to achieving a greater gender balance and narrowing the gender pay gap.


We embrace our LGBT+ employees and communities, and support people to express their sexual orientation and gender identity at work.

Fidelity for Everyone

Each of our regions has a Fidelity for Everyone network which aims to involve our people in supporting and strengthening inclusion and diversity through speaker events and activities. We also host networking events and provide opportunities for people to let us know how we can improve.

Here’s how we support and encourage accessibility and enablement:

  • Signatory of The Valuable 500 to make disability a business leadership issue
  • Enable disabled employees and job candidates to perform to the best of their ability through making reasonable adjustments
  • Our Mental Health Champions promote an open culture around mental health
  • Celebrate business success stories of our disabled role models
  • Uphold best practice digital accessibility standards for employees and customers

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