Senior Analyst - IV

Fidelity; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Fidelity Charitable seeks a Team Lead in Operations to guide the Contributions Team in processing donor contributions with accuracy and professionalism. You will oversee daily tasks, mentor staff, and drive improvements in processes and reporting.

The role involves collaboration with internal partners, participation in hiring and planning for peak Giving Season, and maintaining high standards under tight deadlines in a fast-paced environment. This is a full-time onsite position.

Qualifications

• Bachelor's degree and 3+ 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.
• Strong and effective verbal and written communication skills.
• Proven experience identifying and mitigating areas of risk.
• Problem solving is key. Demonstrate critical thinking skills and an ability to help others dig deep.
• Strong business acumen and analytical skills.
• Solid technical aptitude, including a proficiency in all Office products. (Microsoft Excel, Word, PowerPoint)
• Ability to work under pressure and to tight deadlines.
• Must have experience in advancing quality and a passion for maintaining high standards.
• Must be able to meet overtime commitments.

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

People management

Customer service

Time management

Communication

Analytical skills

Problem solving

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Fidelity will not provide immigration sponsorship for this position.

The Opportunity

Would you like to join the Contributions Team as a Team Lead within Operations at Fidelity Charitable? Looking for applicants who have strong leadership skills and can thrive in a fast pace and constantly changing environment.

The Team Lead is an early management role, the most senior of our individual contributor roles and the day-to-day leader in accomplishing all daily tasks. To succeed, a combination of leadership and operational expertise in charitable processes will be necessary. In return, the Team Lead will be included in management level decision making including hiring, planning, strategy, and process/technology improvement. Involvement in these decisions will prepare for the transition to direct people management in a future role.

The Team - Core Contributions

We timely and accurately process donor contributions with a high degree of service and professionalism. The team utilizes established policies and procedures to process contributions such as cash via wire, checks, stocks, bonds, and mutual funds.

The Expertise and Skills You Bring

• 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.
• Strong and effective verbal and written communication skills.
• Proven experience identifying and mitigating areas of risk.
• Problem solving is key. Demonstrate critical thinking skills and an ability to help others dig deep.
• Strong business acumen and analytical skills.
• Solid technical aptitude, including a proficiency in all Office products. (Microsoft Excel, Word, PowerPoint)
• Ability to work under pressure and to tight deadlines.
• Must have experience in advancing quality and a passion for maintaining high standards.
• Must be able to meet overtime commitments.

Your flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.

Your analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.

Your strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.

Your attention to detail and inquisitive nature will be key in helping you problem solve.

Your demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.

Strong attention to detail

Strong focus on the donor and non-profit

The Value You Deliver

• 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.

How Your Work Impacts the Organization

The Fidelity Charitable Gift Fund (Fidelity Charitable) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits - and increased charitable impact - of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employee's Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's Onsite Working Model

Fidelity is transitioning to a full-time onsite