Service & Delivery Operations Manager
Service & Delivery Operations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description:
Were excited that youre interested in participating in Fidelitys STRIVE program for active-duty service members kicking off September 1 2025. STRIVE SkillBridge Transition Readiness in Innovation Value & Excellence is a comprehensive 3-month program that bridges the gap between military service and corporate readiness by providing formalized skills training business exposure mentorship and professional development.
The Role
Fidelity Charitable is looking for a dynamic and customer-focused leader to lead key teams and functions in our Service Delivery & Operations team. The Manager will be part of a highly motivated fast-paced collaborative environment and will help lead the team in work organization risk management and the achievement of desired business goals and results. Your ability to inspire guide and mentor associates is essential. The Manager will support daily weekly and monthly tasks regarding workflow oversight associate coaching problem resolution and new hire onboarding. The Manager will be responsible for vendor oversight working with key business partners on creating new or revamping existing program offerings to execute philanthropic goals. The Manager will need to assess and evaluate complex requests to determine scalability risk exposure and profitability to the business.
Exceptional project and account management skills including close collaboration with other teams ensuring client satisfaction and project completeness
Clear understanding and ability to articulate the full suite of Fidelity Charitable products and services to include Direct International Granting Charitable Investment Advisor Program and Complex Assets
Assist in developing resource requirements planning and hiring in preparation for Giving Season
Oversee new associate onboarding specifically with access and ensure training is scheduled
Coordinate outreach to clients based on post interaction results and collect feedback to address any dissatisfiers
Provide opportunities for innovation through analytics capabilities and implementation of new technologies
Oversee team email inbox to ensure emails are being responded to in a timely manner
Monitor aged premium work items/queues and follow up to ensure timely transaction processing
Outstanding mentoring and leadership skills and ability to empower associates to grow and develop
The Skills and Expertise You Bring
Bachelors degree in Business Management or a related field is preferred
5 years of experience in the financial services or related industry with a deep breadth of knowledge in operations
2 years of leadership experience is preferred
Strong leadership and people management skills with a track record of developing high-performing teams
Proven experience leading multiple complex projects simultaneously with proficiency in data analysis and reporting capabilities
Experience partnering with light automation and technology teams to develop and drive process enhancements
Extensive experience developing cases insights and change proposals as well as delivering influential messages with senior leaders
Advanced project management skills with experience in XTRAC Tableau Salesforce Archer Jira and other customer account tools
Experience working in an Agile environment is a plus
Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements or process improvements; proven ability and success in identifying issue(s) identifying solution(s) and determining and acting on the best solution in a timely manner
Proactive execution of associate onboarding and administrative processes with quality accuracy efficiency and when necessary appropriate root cause analysis and corrective action will ensure services are delivered with high quality
Ability to manage multiple priorities and address potential impediments that impact delivery commitments
Escalation remediation and proactive escalation prevention skills providing final touch for review of escalation requests as needed
Ability to effectively coach others helping build critical skills that allows them to achieve their full potential
The Team
The Fidelity Charitable organization develops next-generation technology that directly impacts how our customers accomplish their philanthropic goals.
As a member of the team youll help us craft and influence creative solutions that meet not only functional but also performance scalability and reliability requirements.
Certifications:
Category:
Client ServiceFidelitys hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days M-F) in a Fidelity office.
Please be advised that Fidelitys business is governed by the provisions of the Securities Exchange Act of 1934 the Investment Advisers Act of 1940 the Investment Company Act of 1940 ERISA numerous state laws governing securities investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations including FINRA among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Required Experience:
Manager
Employment Type
Full-Time
