- Requires a minimum of 10 years of relevant experience with a solid understanding of Defined Contribution administration, Pension administration, Health & Welfare administration, and/or Benefits Consulting.
- BS/BA degree.
- Strong leadership, influencing, and negotiation skills with a proven ability to provide guidance in client management, project management, record keeping, and regulatory practices in an innovative and advantageous way.
- Consistent track record in leading, managing, and mentoring a team in a dynamic client-centric environment.
- Demonstrated ability to balance customer service and satisfaction with good business judgment; capable of analyzing broad business issues and involving appropriate parties at all levels of the Fidelity and client organizations.
- Effective oral and written communication and executive presentation skills.
- Assist the Managing Director in developing Client business Plan/Strategy.
- Expand the network of relationships across the client base.
- Act as a Client advocate internally.
- Represent Fidelity Leadership at Client meetings.
- Serve as the point of escalation for multi-product service issues with Client Senior Management or second escalation for single product service issues.
- Collaborate with Functional Business Unit Heads to drive margin improvement and process efficiencies.
- Ensure compliance with client contract/SOS and implementation of contract administration.
- Lead periodic detailed review at the product level through CSM (e.g., oversee CSM monitoring of SOS and product-specific SLAs, commitments, etc.).
- Manage regular cross-product client team governance meetings to review/status on issues/actions/event planning and preparedness.
- Coordinate internal communication to establish Work/Demand plan.
- Facilitate communication of integrated product/service model updates, such as NetBenefits enhancements.
- Coordinate and deliver regular client reporting, for example, service assessment, SLA adherence, and fee at risk credits, etc.
- Generate reports and maintain open internal communication regarding service assessment and ongoing client activities.
- Lead/run regular Governance meetings with a matrix team overseeing the account.
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VP, Service Delivery Leader- Retirement Services - Merrimack, United States - Fidelity TalentSource LLC
Description
Job Title: Vice President of Service Delivery (VPSD)
Company: Fidelity Investments
Join our diverse and innovative team as a Vice President of Service Delivery (VPSD) and be responsible for overseeing service delivery across all products for various clients.
The Expertise We re Looking For
The Purpose of Your Role
The VPSD ensures that Fidelity provides top-notch outsourcing services in an efficient manner, offering maximum value and ensuring high client satisfaction. The VPSD leads the development and management of a strong client service team.
The Skills You Bring
The Value You Deliver
How Your Work Impacts the Organization
You will collaborate with the Managing Director and other senior leaders at Fidelity to establish a direct relationship with the client, aiding them in making informed decisions on the delivery of administration services to their employees.
Company Overview
At Fidelity, our focus is on making our financial expertise widely accessible and effective in helping individuals achieve their desired lifestyles. We are dedicated to creating and maintaining a work environment that attracts top talent and mirrors our dedication to our employees. Fidelity Investments is committed to being an inclusive employer.
Certifications:
Join Us
Fidelity provides numerous opportunities for building a meaningful career that positively impacts people's lives, including yours. We offer flexible benefits that support you throughout your career journey, empowering you to thrive both at work and at home. Recognized with a Glassdoor Employees Choice Award, we are honored as one of the top 10 Best Places to Work in 2024 according to our employees. No finance background is required to excel at Fidelity. We offer various learning opportunities to help you shape the career you have always envisioned. Fidelity's work model combines remote work with in-person collaboration to meet the needs of associates and the business.
At Fidelity, we highly value honesty, integrity, and the well-being of our associates and customers within a heavily regulated industry. Some roles may necessitate candidates to undergo a preliminary credit check as part of the screening process. Candidates receiving a Fidelity offer will undergo a comprehensive background check detailed in our documentation and may need to provide additional requested information. This check includes, but is not limited to, a criminal, civil litigations, and regulatory review, employment, education, and credit verification (depending on the role). Fidelity also conducts pre-employment drug screening where permitted by law. We invite you to Find Your Fidelity with us.
Fidelity Investments is an equal opportunity employer, committed to building a diverse workforce through a culture of inclusion and belonging. We provide reasonable accommodations for applicants with disabilities to facilitate their participation in the application or interview process. If you require an accommodation, please contact the HR Accommodation Team.
