Senior Specialist - Operations Processing

Fidelity Investments; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Fidelity Investments in Chennai seeks a Senior Process Specialist to handle onshore client inquiries and process financial transactions across client databases. The role requires understanding fidelity systems and collaborating with upstream and downstream processes to deliver service to clients.

Key responsibilities include resolving inquiries, identifying issues, supporting client-focused teams, and maintaining high accuracy and turnaround times.

Qualifications

• Bachelor’s Degree (Mathematics, Finance or Business) or equivalent is mandatory.
• Actuarial background is preferred.
• Experience handling onshore clients and financial transactions.

Responsibilities

• Handle onshore customer inquiries via Customer Service Group or online requests.
• Identify and fix system issues within defined timeliness and accuracy standards.
• Provide support to internal client focus teams (Issue Resolution, Audit & Control, Client Service Manager’s etc.).
• Serve as SME for assigned clients and maintain high-quality, customer-focused work.
• Ensure timely completion of transactions as per the turnaround for each request.
• Contribute to team environment and Fidelity’s client services.
• Undergo training to enhance performance.
• Update User Procedure Documentation (UPD) inputs as needed.
• Provide back-up coverage for other processors.

Skills

Communication skills

Customer service

Numerical ability

Analytical thinking

Excel

Problem solving

Attention to detail

Learnability

Teamwork

Night shifts

Education

Bachelor’s degree in Mathematics/Finance/Business

Tools

Excel

Outlook

Word

Job description

Job Description:

Job Description:

Job Title – Senior Process Specialist

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

• 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:

Category:

Transaction Processing

Requirements:

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

Actuarial background is preferred