FTC Associate - Client Account Management

About the Opportunity

Job Type: Fixed Term Contractor Contract duration: 8 months. Application Deadline: 29 December 2025

Job Description

Title: FTC Associate - Client Account Management

Department: Client Account Management

Location: India

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 team and feel like you're part of something bigger.

About your team

We triage & capture the data of all instructions and documents received via paper, secure msg, phones, upload & send etc for Retail & DC clients. Along with this we return original Legal/AML documents to the senders. We also help re-routing of instructions within alternate teams.

About your role

The role of the FTC - 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 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 an 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

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.