Senior Process Specialist – DB Operations

Chennai, Tamil Nadu

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Job Description:

Job Title Senior Process Specialist – DB Operations

The Purpose of This Role

Under general supervision, the associate will be responsible for accurate and timely processing of onshore customer inquiries received through Customer Service Group or online request in a multi-client environment. Associate must understand fidelity systems, learn and process financial transactions on respective client database. They should also work closely with upstream and downstream processes for the overall service to the end client / participant.

The Value You Deliver

  • Working and resolving onshore customer inquiries received through Customer Service Group or online request.

  • Identifying the  system issues and fixing the same within the defined timeliness and accuracy standards.

  • Provide support to internal client focusing teams (Issue Resolution, Audit & Control, Client Service Manager’s etc.)

  • Work towards building functional knowledge and serving as the subject matter expert on assigned clients;

  • High quality of work with strong customer orientation.

  • Ensure timely completion of transaction based on the turnaround agreed on the request type

  • Ensure accurate and timely processing of work items.

  • Contribute to the team environment and overall effective services provided to Fidelity’s client base.

  • Take initiative to undergo training to enhance their individual job performance.

  • Validating and provide inputs to update User Procedure Documentation (UPD). 

  • Provide back-up coverage for other transaction processors, as needed

The Skills that are Key to this role

Technical /  Behavioral

  • Excellent verbal and written communication skills required.

  • Diverse Experience in handing onshore clients

  • Strong Comprehension skills. Good at interpretation of plan documents.

  • Strong Problem Solving Skills and implementing solutions

  • Good at numbers (numerical ability)

  • Logical reasoning and Analytical thinking

  • Service mid set – Customer or Participant focus 

  • Strong PC Software skills (i.e. Excel, Outlook and Word)

  • Strong organizational skills and attention to detail

  • Ability to learn and adapt to changes and new processes

  • Motivated and committed to excellence; positive attitude and “can do” work ethic.

The Skills that are Good To Have for this role

  • Adapt to change

  • Be flexible with workload and accommodate internal and external client needs

  • Willingness to work in “Night Shifts”

  • Work in a team environment

How Your Work Impacts the Organization

Contact

Purpose

Frequency

  • Client Service Manager

Assists with Client Issues/Inquiries specific to calculations

Daily

  • Operations Deliver Leader

Assists with Client Issues/Inquiries specific to calculations

Daily

  • Employee Resolution

Assists with Client Issues/Inquiries specific to calculations

Daily

  • Onshore Calculation Team

Uses subject matter expertise in training offshore associates and provide resolution

As needed

  • Retirement Initiation

Assists with inquiries; Identifies gaps in processes and works with team to resolve them

Daily

  • Disbursements

Assists on making the payments to the customer/participant

Weekly

No direct interaction with customers/participant except the communication provided through letters for customer queries. 

The Expertise We’re Looking For

  • Bachelor’s Degree (Mathematics, Finance or Business) or equivalent is mandatory

  • Actuarial background is preferred

Location : Chennai

Shift timings: 1:00 pm – 10:00pm

Certifications:

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. Fidelity India has been the Global Inhouse Center of Fidelity Investments since 2003 with offices in Bangalore and Chennai. For information about working at Fidelity, visit India.Fidelity.com.

Fidelity Investments is an equal opportunity employer.

Benefits Developed for You

From the little things that make every day better to those big-picture, life-changing tools. That’s exactly what you’ll get at Fidelity. We have an amazing package of benefits and programs designed to help you thrive both at and outside of work.

Insurance

Affordable and accessible healthcare benefits for you and your loved ones.

  • Coverage of up to INR 300,000 for you along with your spouse/partner, with additional top-up options available
  • Insurance covers for parents/in-laws made available at subsidized costs
  • Personal accident insurance cover of six times your annual basic salary
  • Life insurance cover of eight times your annual basic salary

Wellness

We invest in nurturing healthy habits and promoting overall wellness of our associates through three pillars – Physical, Emotional, and Financial wellness.

Parenting

To help you through the exciting yet demanding times of parenthood, avail of time off and other benefits such as childcare allowance and access to daycare.

Transport

You will have access to free transport services to and from work, subject to residing within our pre-defined boundary limits

Retirement

Finally, like the icing on the cake, we offer benefits that will help you contribute to and invest towards your retirement.

  • National Pension System (NPS) offered at Fidelity:
    • At Grade 6 and below, Fidelity will match your NPS contribution up to 5% of your basic salary
    • At Grade 7 and above, Fidelity contributes 10% of your basic salary towards NPS as part of your compensation structure
  • Avail of other statutory benefits such as EPF, VPF and Gratuity

Read more about our Benefits program.

Committed to Continuous Learning

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our associates to do the same, with an emphasis on developing skills that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options including online, in-person, and mentor driven solutions – as well as learning days and job shadow opportunities to expose you to new elements of our business to broaden your experience.

Ongoing Opportunities for Growth

  • Free access to thousands of online training resources
  • Internal clubs focused on trending topics and associate interests
  • Ability to pursue online or in-person technical certifications

Read more about our Learning & Development program.

Connected to Our Communities

At every level of our organization, you’ll find people who are committed to doing their part to make the world a better place. We host events and conduct volunteering activities, encouraging associates across the organization to get involved and make an impact on the lives of people in the communities where we live and work.

Fidelity Cares

  • Through our community relations program, we provide associates with several opportunities to actively volunteer and create an impact
  • Host numerous company-wide volunteering and awareness events.
  • Partner with a number of not-for-profit organizations to benefit our local communities

Year-Round Volunteer Opportunities

  • Partner with schools and our not-for-profit organizations on financial literacy programs, career counselling, and online tutoring for students
  • Teach employability skills to youth from low-income backgrounds, and conduct mock interviews to prepare them for corporate jobs
  • Create joyful learning experiences for primary school children through the ‘Art in Education’ program
  • Plant urban mini forests and participate in local cleanup efforts

Read more about our Fidelity Cares community relations program..

Job Description:

Job Title Senior Process Specialist – DB Operations

The Purpose of This Role

Under general supervision, the associate will be responsible for accurate and timely processing of onshore customer inquiries received through Customer Service Group or online request in a multi-client environment. Associate must understand fidelity systems, learn and process financial transactions on respective client database. They should also work closely with upstream and downstream processes for the overall service to the end client / participant.

The Value You Deliver

  • Working and resolving onshore customer inquiries received through Customer Service Group or online request.

  • Identifying the  system issues and fixing the same within the defined timeliness and accuracy standards.

  • Provide support to internal client focusing teams (Issue Resolution, Audit & Control, Client Service Manager’s etc.)

  • Work towards building functional knowledge and serving as the subject matter expert on assigned clients;

  • High quality of work with strong customer orientation.

  • Ensure timely completion of transaction based on the turnaround agreed on the request type

  • Ensure accurate and timely processing of work items.

  • Contribute to the team environment and overall effective services provided to Fidelity’s client base.

  • Take initiative to undergo training to enhance their individual job performance.

  • Validating and provide inputs to update User Procedure Documentation (UPD). 

  • Provide back-up coverage for other transaction processors, as needed

The Skills that are Key to this role

Technical /  Behavioral

  • Excellent verbal and written communication skills required.

  • Diverse Experience in handing onshore c