Vice President, Service Delivery Leader- FUTURE OPPORTUNITY

Fidelity Merrimack, NH 2017-04-17

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Vice President, Service Delivery Leader- FUTURE OPPORTUNITY

Fidelity Investments - Raleigh, North Carolina
3/31/2017 6:05:11 AM

Join our dynamic and innovative team as a Vice President of Service Delivery (VPSD) and you will be accountable for overall service delivery across all products for a number of clients

The Expertise We’re Looking For
Requires a minimum of 10 years related experience with a working knowledge of the following benefits areas: Defined Contribution administration, Pension administration, Health & Welfare administration, and/or Benefits Consulting

The Purpose of Your Role

The VPSD ensures that Fidelity delivers industry leading integrated outsourcing services in the most efficient manner, providing the greatest overall value and ensuring a high degree of client satisfaction. The VPSD takes the lead in developing and managing a consistently high performing client service team.

The Skills You Bring
Strong leadership, influencing and negotiation skills and a demonstrated ability to direct efforts, apply client management, project management, record keeping and regulatory concepts and methodologies in a creative and value added way.
Demonstrated ability to lead, manage, and mentor a team in a dynamic client based environment.
Demonstrated ability to balance customer service and satisfaction with sound business judgment; ability to evaluate broad business issues and engage appropriate parties at all levels of the Fidelity and client organizations.
Strong oral and written communication and executive presentation skills.

The Value You Deliver
Support Managing Director in the development of Client business Plan/Strategy.
Broadening number of relationships across client base.
Acting as Client advocate internally.
Representing Fidelity Leadership at Client.
Client Senior Management escalation point for multi-product service issues or second escalation for single product service issues.
Partnering with Functional Business Unit Heads to drive margin improvement and process efficiencies.
Ensuring adherence to client contract/SOS and execution of contract administration.
Driving periodic detail level review at product level via CSM (e.g. ensure process for CSM monitoring of SOS and product specific SLA's, commitments, etc.
Leading & managing recurring cross product client team governance routines to review/status on issues/actions/event planning and preparedness.
Communicating internally to ensure Work/Demand plan is established.
Coordinating communication of integrated product/service model updates, i.e. NetBenefits enhancements.
Coordinating and deliver recurring client reporting, i.e. service assessment, SLA adherence, and fee at risk credits, etc.
Completing reporting and maintain open communication internally regarding service assessment and ongoing client activities.
Leading/managing recurring Governance routines with matrix team that manages account.

How Your Work Impacts the Organization

You will work collaboratively with the Managing Director and other Fidelity senior leaders, and develop a direct relationship with the client to help them make well-informed decisions regarding the delivery of administration services to their employees.

Company Overview

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. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.

Job: Retirement

Primary location: US-NH-Merrimack

Other locations: US-MA-Boston, US-NC-Raleigh

Schedule: Full-time

Job Level: Individual Contributor

Education Level: Bachelor's Degree (±16 years)

Job Type: Standard

Overtime Status: Exempt

Travel: Yes, 25 % of the Time

Raleigh, North Carolina
Raleigh, NC

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