The Service Support Group (SSG) Leader will lead and inspire a distributed team of associates charged with delivering the best experience in the financial services industry. With a "servant leadership" philosophy, the SSG leader will provide strategic direction and execution to serve customers and internal associates located in Personal Investing's Regional Phone Centers and Branch Network. You will maximize client and associate value, build business scale and efficiency, deliver results and drive associate engagement and development in SSG.
You will be part of Personal Investing's Regional Center organization, in the Distribution Service & Operations (DSO) team. The service we provide to PI clients includes transaction processing, operations controls, and higher touch service associated with life events and problem resolution. We're committed to re-imagining service and delivering transformative experiences to our clients, associates and business, and we work closely with colleagues in PI Phone Centers, Investor Centers, Domain teams and multiple enterprise business partners.
The Expertise You Have & Skills You Bring
Your proven ability to drive business results and solve complex problems involving multiple functions.
Your Cross-functional business acumen and ability to integrate multiple goals and priorities into solutions delivered.
A servant leader able to unleash the talent in your team
Your curiosity as a data driven leader who brings a sense of urgency and optimism to driving improvement.
Your demonstrated strength in managing change, including communications that foster desired culture and outcomes.
Minimum of 10 years related experience with understanding of client service, operations, and business processes.
Bachelor's degree required, MBA preferred
Series 63, 7, 9, 10 licenses
The Value You Deliver
Execution Excellence. You are driven to achieve results and deliver value through your leadership of approximately 175 associates in multiple sites, engaged in proactive and reactive resolution of escalated client service needs.
Your detailed understanding of your team's activities and performance drives service excellence, associate engagement and operational efficiency.
You bring data driven leadership to core responsibilities including volume and staff management, achieving service level targets, people development, delivering operational effectiveness and efficiency, and compliance with internal policies and external regulations.
Develop Your Organization. You thrive in developing and leading talent, and you build a cohesive team with a strong brand that delivers results.
Your visible hands-on leadership builds a culture of accountability and results achieved through empowerment and engagement of your team. You build routines to inspect results, coach and develop associates, and foster a personal connection with the best outcomes for our clients and business.
Reimagine Service. You are obsessed with transforming the experience of our customers and associates as well as achieving operational scale and efficiency.
You challenge the status quo with the courage to drive towards bold solutions. You foster innovation in the team, adjust quickly to new information, and effectively lead change in the organization. You have an orientation to go beyond routine reviews, to press for information, probe to clarify and resolve issues, and develop best solutions based on understanding driven by data. Your critical thinking and ability to understand complex problems enables you to resolve business challenges with new solutions and ways of working.
Enterprise Leadership. You advance overall Fidelity interests and priorities through your involvement in PI Distribution and enterprise Operations initiatives. You build strong relationships with other functional leaders and build trust in your team's performance and commitment to the needs of Fidelity and our clients.
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates.
We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelitycareers.com
Fidelity Investments is an equal opportunity employer.