BENGALURU: Rohit Jetly, who until recently served as the country head for India at global investment and retirement savings business Fidelity International, was given additional responsibilities. His expanded role now includes overseeing technology and operations for the company’s global platform solutions (GPS) division. Its HR head, Upasna Nischal, succeeds Jetly as the new India site leader. These changes reflect Fidelity International’s commitment to strengthening its leadership and capabilities in the country.
The Bengaluru centre complements the Gurugram and Mumbai offices that already employ 4,500 people, the largest hub outside the UK. Fidelity International operates in more than 25 locations and manages $925.7 billion in total assets. Its clients include central banks, sovereign wealth funds, large corporations, financial institutions, insurers, and wealth managers.
In his elevated role, Jetly will work synergistically with technology and operations functions worldwide for Fidelity International’s GPS division. The GPS unit consolidates personal investing, workplace investing, and advisor services under the Fidelity International umbrella. “My role is not running a classic technology organisation and serving the customer operationally. It’s about how you bring these two groups together, build a far more integrated operating model, so that the customer wins, and we are able to offer the right things to the right customers in a very frictionless way,” he said.
Data-driven decision-making draws upon extensive information generated across operational and technological domains. Their integration enables more dynamic customer service through agile methodologies. Jetly highlighted that the evolving nature of compliance necessitates appropriate investments throughout the digital customer journey. “As we progress, financial risk and fraud present significant challenges. Leveraging AI systems into daily operations enables us to distinguish between fraudulent activities and genuine customer interaction during routine tasks,” he said.
Jetly put together a unique GCC governance model that continues to help drive strategic priorities. “We want the net promoter score (NPS) to go up, so that’s a big outcome that we are pursuing. We are pursuing a very important aspect of client retention and growth. The third aspect is our ability to provide scale and efficiency to the business,” he added.
Sally Nelson, chief people officer in Fidelity International, said, “India remains strategic to Fidelity International’s growth strategy, with a wide range of capabilities run from here, ranging from data value, general counsel shared services, to process simplification and optimisation and more.”