VP, Service Delivery Leader- Retirement Services

Job Description

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Join our multifaceted 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 proven understanding of the following benefits areas: Defined Contribution administration, Pension administration, Health & Welfare administration, and/or Benefits Consulting
• BS/BA.

The Purpose of Your Role

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

The Skills You Bring

• Strong leadership, influencing and negotiation skills and a demonstrated ability to advise efforts, apply client management, project management, record keeping and regulatory concepts and methodologies in a creative and beneficial way.
• Consistent track record to lead, handle, and mentor a team in a dynamic client based environment.
• Proven ability to balance customer service and happiness 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 improvements.
• 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/running recurring Governance routines with matrix team that leads 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 FidelityCareers.com

Fidelity Investments is an equal opportunity employer.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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