Director, Operational Excellence

Fidelity Investments; Toronto; On-site; CAD 100,000 - 150,000; Full time

Job summary

Fidelity Investments is seeking a seasoned leader in operational excellence to oversee the development of a new program that optimizes processes and enhances client experience. The role involves collaboration with senior leadership, driving continuous improvement, and managing a dedicated team in a dynamic financial services environment.

Qualifications

• 8-10 years of operational excellence / process improvement experience.
• Experience in Lean / Six Sigma Black Belt / Master Black Belt is an asset.
• Demonstrated team leadership & people management experience.

Responsibilities

• Develop and manage an enterprise-wide operational excellence program.
• Oversee application of advanced analysis to enhance customer experience.
• Create a culture of operational excellence and innovation within the team.

Skills

Leadership

Analyse

Gestion de projet

Résolution de problèmes

Communication

Education

University degree or equivalent experience

Job description

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

The Opportunity

This role resides within the Finance & Corporate Services (“FCS”) department of Fidelity Canada. FCS provides various services across the organization including strategy support, executive and business unit finance support, business analytics, financial planning and analysis, corporate sustainability and corporate business initiatives. This operational excellence position will join the Fidelity Leadership Team and report to the Vice-President, Corporate Sustainability & Business Initiatives.

Fidelity Canada is seeking a seasoned leader in driving process and service excellence and a culture of continuous improvement. This leader will oversee the development of a new program and team that will leverage six sigma, client centric service design, process control, and other process excellence techniques to optimize operational processes, reduce risk, and enhance client experience.

What You Will Do

Operational Excellence Strategy & Management

Take a leading role in the development and ongoing management of an enterprise-wide operational excellence program for Fidelity Canada

Work with senior leadership to establish goals that satisfy the needs of the Executive Team

Maintain awareness of process improvement programs and initiatives in place at other Fidelity companies and align elements of Canadian program where appropriate

Develop and maintain a strong alliance with the Fidelity Canada Risk team to ensure a strong focus on risk reduction is an integral aspect of our program

Oversee the application of advanced analysis and techniques to monitor and assess key business processes to reduce risk, minimize error, maximize efficiency, and enhance customer experience

Client Centric Design

Work closely with client focused business units to ensure client centric service design is central to all operational models

Develop strong relationships with business partners across the organization to ensure operational excellence program is responsive to business needs and enhances client experience

Maintain expert knowledge of Fidelity’s businesses, customers, products and services. Continuously monitors for developments both internal and external that could impact processes or client experience

Technical Knowledge, Innovation, and Change Management

Instil a mindset of innovation to the organization providing constant focus and communication of emerging technologies and solutions to improve processes, efficiency, and mitigate risk

Develop an enterprise-wide change management mindset and lead the organization in the delivery of end-to-end organizational change that will cultivate operational excellence

Harness the available data around the firm and identify gaps where required data does not exist as part of cohesive strategy to use data to drive decision making on process reengineering and efficiency

Develop and maintain relationships with key resources in Business Analytics, Information Systems, and Operational teams

Lead and Develop Staff

Create a culture of operational excellence, innovation, and forward thinking within the team

Provide leadership that helps improve efficiency, effectiveness, professionalism and staff engagement

Set goals and effectively communicate priorities through regular feedback

What We’re Looking For

8-10 years of operational excellence / process improvement experience within Financial Services or relevant industries

Demonstrated team leadership & people management experience

University degree or equivalent experience

Experience in Lean / Six Sigma Black Belt / Master Black Belt or other advanced operational efficiency disciplines is an asset

What You Will Bring

Proven track record in process reengineering and continuous improvement

Demonstrated ability to drive change and challenge the status quo

Excellent analytical and problem resolution skills

Outstanding project and program management skills

Strong networker with access to external network of key industry stakeholders

Confident, strong relationship builder with the ability to influence

Exceptional communication, leadership, facilitation, negotiation, and influence skills

Experience attracting, developing and retaining strong talent in a customer-centric organization