Director, Defined Benefit Operations

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.