FTC - Associate - Retail Operations

About your role

We are looking for highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working. In turn, we would provide an environment that allows them to lead this change with sponsorship from senior management.

The role of the Process 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.

• 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 Fidelitys 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.