Job Description:

The Director of Participant Services is responsible for providing leadership to our Contact Center Team

The Team

Participant Services is part of our Workplace Investing organization. Our Workplace Investing organization specializes in Benefits Administration. Employers partner with Fidelity Investments to handle some or all of their benefits administration needs; their employees call the Participant Services organization for day-to-day customer service. The Director of Participant Services would lead teams that support a variety of products such as: Defined Contributions, Defined Benefits, Health and Welfare, and Health Savings Accounts spanning corporate employer plans.

The Purpose of Your Role

In this role, you will be a member of the Participant Services site leadership team and have responsibility for strategic planning, employee engagement and development, productivity, call volume management and achieving Key Performance Indicator goals through your direct management team (including, but not limited to, customer satisfaction, efficiency, and quality). The role also has a national focus and influences strategic direction of key initiatives as required for optimal service delivery across sites. The individual in this role will work closely with the Participant Services Strategy team, Readiness, Program Execution, Account Managers, and Plan Sponsors as appropriate to ensure site service excellence and the organization is meeting defined service level agreements. As a member of the Participant Services team, you will be expected to support, coach, and mentor leaders and associates as they grow their fidelity careers.

The Expertise We're Looking For:

• Bachelor's Degree preferred
• 8 years business or related industry experience (Benefits Administration experience preferred)
• 5 years of Management experience; preferably experience managing managers

The Skills You Bring

• Customer and associate obsession
• You're a proven leader that influences, motivates, and develops leaders and associates
• Balancing strategic and tactical approaches for the purposes of goal setting, planning and decision making
• Effectively create management routines, maintain focus and accountability to achieve business results while managing risk
• Benefits Administration expertise and/or robust Contact Center operational knowledge and expertise
• Relationship management with local and global business partners to resolve end-to-end process issues and champion improvements for the benefit of our customer and our associate experience.

The Value You Deliver

• Building and maintaining collaborative relationships with the entire Participant Services domestic leadership team and business partners at the local and national level to proactively identify, communicate, and resolve situations that impact our customers and/or associates.
• Establishing strategic direction by integrating the organization's strategies, goals and vision at the regional level.
• Creating a climate where employees are motivated and empowered to develop themselves and to continuously raise the bar with how they serve our customers.
• You make decisions based on anticipated future trends, issues and business drivers in order to set strategic direction for the organization at site and national level.
• You serve as a leader for national strategic opportunities within Workplace Solutions, Workplace Investing, Client and Participant Services and the Participant Services organizations.

Fidelity's Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Customer Service