Note: Fidelity will not provide immigration sponsorship for this position**The team is open to hiring a Manager or Senior Manager depending on the qualifications of the selected candidate**The RoleThe Manager, Defined Benefit Operations leads a team of 10-15 Defined Benefit Specialists and is accountable for the quality, accuracy, and productivity of the team's work. This leader plays a key role in WI Client & Participant Services, fostering a high-performance culture and ensuring exceptional client satisfaction. You will manage daily operations for a complex Defined Benefits team (Calculations and/or Employee Resolution), providing strong oversight, process discipline, and partnership with offshore support. Major responsibilities include:
- Communicate organizational goals, values, and expectations clearly across the team.
- Coach, mentor, and develop team members to support performance, growth, and career development.
- Monitor team metrics, addressing performance gaps and driving continuous improvement.
- Improve operational processes to increase efficiency and reduce cost per participant.
- Manage operational risk by exercising sound judgment and ensuring adherence to legal and compliance requirements.
- Oversee capacity planning, resource allocation, budgeting, and succession planning to ensure operational stability.
- Collaborate across Defined Benefits business partners to pursue cohesive business goals.
- Drive a customer-focused culture and support quality initiatives.
- Anticipate and lead organizational and operational change using data and business insight.
The Expertise and Skills You Bring- BS/BA preferred; MBA a plus
- 5+ years of benefits outsourcing plan administration experience
- Proven leadership record with strong communication skills
- Strong operations background, especially in process management and improvement
- Experience in financial services and/or DB outsourcing, ideally with Fortune 1000 clients
- Strong analytical and problem-solving skills, including root-cause analysis
- Demonstrated initiative in solving operational challenges and implementing improvements
- Ability to lead teams through change and work cross-functionally
- Knowledge of transaction processing systems and participant databases
- Proficiency in Microsoft Office
The TeamThe Manager, Defined Benefit Operations builds strong, influential partnerships across internal teams to ensure high client satisfaction. Core responsibilities include:
- Hiring, developing, motivating, and directing staff
- Ensuring documentation of standard methodologies and compliance adherence
- Maintaining tools and workflows to meet SLAs and support client needs
- Monitoring productivity, quality, and volume-related risk
- Implementing process improvements to enhance quality and efficiency
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:Transaction Processing
