Director, Defined Benefit Operations

Fidelity; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Fidelity is seeking a Director in the Defined Benefit Operations to blend domain expertise with collaboration and innovation. You will lead customer research, resolution, and transaction processing while managing risk and cost.

The role partners with Relationship Management, Client Services, and other teams to deliver high-quality service and referenceable clients. You will mentor teams, drive strategic goals, and promote efficiencies across functions in a dynamic environment.

Qualifications

• Bachelor's degree in a related field required; MBA preferred.
• Experience with benefits outsourcing or pension plan administration is highly desirable.
• Proven leadership and problem-solving skills with a track record of continuous improvement.

Responsibilities

• Provide oversight of the team to ensure we meet customer service levels and expectations.
• Mentor and develop team members; monitor performance and take corrective action as needed.
• Plan for future growth, day-to-day management, and contingencies to maintain quality service delivery.
• Promote process efficiencies, cost reduction, and client satisfaction targets.
• Collaborate across Fidelity organizations and communicate strategic direction to stakeholders.

Skills

Leadership

Data Analytics

Project Management

Client Relations

Strategic Thinking

Education

Bachelor's Degree

MBA

Tools

PowerPoint

Microsoft Office

Job description

Job Description

Note: Fidelity is not providing immigration sponsorship for this position.

The Role

As a Director within the Defined Benefit Operations, you blend deep Defined Benefit domain expertise with a passion for collaboration and innovation. As a strategic leader, you will work closely with Relationship Management, Client Services, Direct Client contacts, Analysts, and Participant services. You will contribute to strategic direction and evaluate its impact on pension plan administration. The Director has overall accountability for ensuring the delivery of quality client and operational services, resulting in fully satisfied and referenceable clients. You have responsibility for Customer Research and Resolution and Transaction Processing to ensure world class service is delivered to internal parties, clients, and participants, while promoting efficient processes and managing costs and risk.

In this role, you will:

• Provide oversite of team to ensure we are meeting our customer service levels and other expectations.
• Participate in planning activities and other relevant meetings to represent DB while understanding projects going on in other business units
• Ensure that the goals, values, and philosophy of Fidelity are communicated and understood within the team
• Mentor and develop team members to achieve personal career and developmental goals within the position; Monitor goal and performance measurements and plan or take corrective action where necessary
• Support the strategic goals of Senior Management
• Promote process efficiencies and improvements and achieve cost reduction and customer satisfaction targets
• Exercise good business sense and apply legal/compliance considerations in handling risk by mitigating or eliminate potential operational defects and procedural gaps
• Plan for future growth, day-to day management, and contingencies to maintain quality service delivery
• Continuously perform capacity planning, resource allocation, budgeting, and succession planning
• Promote a partnership atmosphere, cultivate teamwork, and communicate across Defined Benefit business partners to ensure that cohesive business goals are collectively pursued
• Communicate and reinforce the value of cross-functional relationships that will improve team effectiveness
• Anticipate and lead needed organizational and operational changes, using feedback, data, and sound business judgment

The Expertise and Skills You Bring

• Bachelor's Degree required; MBA desired
• 8-10 years of experience in benefits outsourcing plan administration, preferably with large Fortune 1000 clients
• Management experience required
• Leadership and problem- solving skills facilitating an environment of continuous improvement
• Working experience of data analytics, visualization tools, PowerPoint, Microsoft Applications
• Ability to navigate across the Fidelity organizations and at various levels within the organization
• Ability to work directly with clients when needed
• Demonstrated process oversite expertise
• Strong organization skills
• Demonstrated abilities in leading, motivating, and cultivating high performing teams in a dynamic and changing environment
• Analytical skills to perform high-level cost, risk, and benefit analysis without compromising quality customer service
• Good communication, both verbal and written; ability to implement education and training across broad operational function
• Project management skills- lead, manage and participate in department and strategic business level projects
• Forward looking, analytical, continuous improvement mentality
• Consistently demonstrates the ability to establish and maintain a high level of client satisfaction through consistent service delivery

The Team

This role will reside within Workplace Investing Defined Benefit Operations team. You will be responsible for handling the day to day oversight of recruiting, providing leadership, mentoring, and communicating strategic direction to the transactional operations teams for designated clients. You will support the goals of the organization, working with Estimation and Capacity, Client Services, Relationship Management, Systems, Participant Services and other lines of business. You will serve as the primary internal point of contact for the client and work to solve and solution problems and be empowered to make decisions based on trends, issues, and business drivers.

Fidelity's Onsite Working Model

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications

Category:

Transaction Processing Please be advised that Fidelity's 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 l