DB Ops Client Experience Senior Analyst

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position.

The Role

The DB Ops Experience Senior Analyst is responsible for ensuring highquality letter production and overall service accuracy across Defined Benefit this role you will foster a positive highperforming environment that drives exceptional client satisfaction. You will serve as the primary client contact for questions related to the quality of operational processing and will lead recurring servicequality discussions with client partners. You will also drive continuous process improvements support work allocation and prioritization and provide guidance to associates across multiple U.S. and India locations. Major responsibilities include:

• Ensure operational servicing delivers quality recordkeeping support to clients including reviewing letters prior to delivery.

• Strengthen operational processes through targeted efficiency improvements that reduce overall cost per participant.

• Apply sound business judgment legal considerations and compliance principles to mitigate operational risk.

• Maintain strong process controls and develop contingency plans to ensure consistent and accurate outcomes.

• Promote a collaborative team environment and partner effectively across DB business groups to support shared objectives.

• Support and champion qualityfocused initiatives that keep customer impact at the forefront.

• Build and sustain effective relationships with internal business partners to drive alignment and shared success.

• Participate in crossteam triage efforts to balance workloads and optimize resource utilization.

• Provide recurring and adhoc reporting including queue analysis status updates and trend insights for leadership and stakeholders.

• Serve as the primary client point of contact for questions regarding DB operational letter quality.

• Identify interpret and communicate operational trends to inform decisionmaking and continuous improvement initiatives.

• Some travel and overtime may be required.

The Expertise and Skills You Bring

• BS/BA preferred; MBA desirable.

• Strong written and verbal communication skills.

• 5 years of demonstrated experience in benefits outsourcing or plan administration.

• Proven leadership experience with a track record of influencing motivating and developing others.

• Background in financial services and/or DB outsourcing ideally with a large Fortune 1000 client.

• Ability to lead with a positive attitude strong work ethic and rolemodel behavior.

• Solid process management experience with emphasis on written communication quality.

• Comprehensive project management experience including risk and time management.

• Effective interpersonal and presentation skills with the ability to convey information clearly.

• Strong analytical skills with the ability to conduct detailed rootcause analysis.

• Demonstrated initiative in problemsolving and implementing solutions.

• Ability to adapt to change and guide others through evolving business environments.

• Ability to collaborate across departments on initiatives supporting DB Client Service Operations.

• Strong knowledge of transaction processing systems and participant databases.

• Strong PC skills including Microsoft Office applications.

The Team

You will ensure all reconciliations and controlbased activities are completed accurately timely and in accordance with documented procedures and SOC1 audit requirements. You will also act as a primary contact for firmwide initiatives related to Defined Benefit reconciliation functions and Health & Welfare inactive billing processes performed within FinOps. Responsibilities include:

• Ensuring best practices are documented maintained and followed in a fast-paced environment.

• Ensuring the team receives comprehensive training and adheres to compliance standards.

• Overseeing quality levels of work performed by team members.

• Implementing process improvements to enhance accuracy consistency and efficiency.

Certifications:

Category:

Most roles at Fidelity are Hybrid requiring associates to work onsite every other week (all business days M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

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.