Participant Services Squad Leader - Fidelity Health

Job Description:

As a Fidelity Health Participant Servicing Squad Leader, you blend customer servicing experience, benefits administration knowledge, leadership, and product development experience with a passion for creating value and delivering results. You are the end-to-end gatekeeper of the squad mission, strategy, and tactical execution associated with delivering on strategic priorities for our Workplace Investing Participant Services partners.

Your work will improve the participant and associate experience, increase participant satisfaction, reduce handle time, reduce risk and/or improve quality. In an agile structure, you will influence FHB's broader strategic decisions, build and maintain a roadmap, manage dependencies and risks, and bring together a team of chapter members to deliver priorities. You will ensure alignment on the "what" and "when" work is to be performed through ongoing planning and prioritization of a product backlog.

You will enable squad members to work iteratively, innovate through testing and experimentation and learn from failures while celebrating success. You are committed to developing your own expertise and knowledge to ensure you bring the latest thinking to your role.

The Team

The Ongoing Associate and Plan Sponsor Servicing Product team develops capabilities that are instrumental to building a scalable, high performing service model in support of the Health & Welfare business. We support our Fidelity partners and clients by delivering self-service tools and process automation.

The Expertise and Skills You Bring

• Bachelor's degree required; Master's degree or equivalent experience preferred.

• Scrum Product Owner Certification (CSPO) and/or Certified Employee Benefit Specialist (CEBS) or similar designations are a plus

• Agile leadership experience and 7+ years of product delivery and management

• Experience in health care, benefits administration, benefits outsourcing services preferred

• Experience working in or with contact center, operations, or client servicing functions

• JIRA and JIRA Align experience preferred

• Ability to work in a fast paced, ever evolving and growing organization

The Competencies You Bring

• Leadership: You have shown success leading, coaching, mentoring and motivating colleagues into an impactful team while embodying Fidelity's Leadership Principles

• Relationship Building: You have strong relationship building, interpersonal and influencing skills; are comfortable facing adversity and finding common ground to stay aligned with key business partners

• Critical Thinking: You demonstrate strategic end-to-end business thinking, identifying areas of greatest opportunity with a bias toward turning ideas into practical, actionable solutions

• Execution Oriented: You have bias toward thoughtful planning, execution and decision making; able to identify, communicate and remove impediments while mitigating risks

• Communication and Collaboration: You demonstrate excellent communication skills while fostering collaboration and building consensus

• Organizational Change: You have a proven track record of implementing, supporting and operationalizing solutions while driving adoption by business partners

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future.

We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

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 Employees' 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 working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process.

Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.