Contributions Operations Team Lead

Fidelity Investments Inc.; Westlake (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Fidelity Charitable is seeking a Team Lead for the Contributions Team within Operations. The role combines people leadership with hands-on processing of donor contributions and adherence to policy and service standards.

You will mentor associates, drive process improvements, manage daily work, and partner with Technology/Business Analysts to optimize systems. The position requires a Bachelor’s degree and 3+ years in customer service or operations, with strong communication and analytical skills.

Qualifications

• Bachelor’s degree and 3 plus years of experience in customer service or service operations (including experience with people management or supervision) required.
• Demonstrated ability to lead and mentor associates in a dynamically changing environment.
• Superior organizational, planning and time management skills.

Responsibilities

• Manage the Team’s daily work deliverables.
• Develop an effective team by acting as liaison between associates and manager and implementing initiatives to improve team success.
• Assist the Manager with the timely completion of team and departmental projects.
• Assist in ensuring all associates are trained on any changes in policy and procedure.
• Collaborate with Technology/Business Analysts to identify and implement system efficiencies.
• Monitor aged work items/queues and follow up to ensure timely transaction processing.
• Handle escalated donor, NPO or advisor issues with timely follow up.
• Create and maintain daily and monthly reporting.
• Assist in developing resource requirements, planning and hiring in preparation for Giving Season.
• Develop and maintain strong and effective business relationships with senior level internal and external business partners.
• Coach associates to achieve department goals.

Skills

Leadership & mentorship

Customer service operations

Organizational skills

Communication skills

Risk identification & mitigation

Analytical thinking

Problem solving

Attention to detail

Flexibility & adaptability

Education

Bachelor’s degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Fidelity Charitable is seeking a Team Lead for the Contributions Team within Operations. The role combines people leadership with hands-on processing of donor contributions and adherence to policy and service standards.

You will mentor associates, drive process improvements, manage daily work, and partner with Technology/Business Analysts to optimize systems. The position requires a Bachelor’s degree and 3+ years in customer service or operations, with strong communication and analytical skills.