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Director, Associate Technology Success Manager

2 months ago

roanoke, United States Fidelity Investments Full time
Job Description:
Director, Associate Technology Success Manager
The Role
As the Director, Associate Technology Success Manager you will be responsible for ensuring optimal technology experiences, utilization, and support for associates within Fidelity's Wealth Management. This role combines technical expertise with business engagement practices, serving as a liaison between the associate, support teams and product teams across Fidelity. Utilizing input from over 7,000 client-facing associates and their leadership teams, you will enhance technology usage and experiences by navigating the IT organizations, coordinating support, recommending solutions to problems. You will establish deep relationships, assess the current state, and co-create strategic plans with resources in Brokerage and Wealth Product areas that ensure improved support and training of our associates' technology. You will also establish ongoing support, resources, communications and govern accountability to plans. This role requires a blend of strong technical knowledge with excellent communication/relationship management skills and a proactive approach to problem solving.
The Skills You Bring
  • Bachelor's degree or equivalent and 10+ years of experience preferred.
  • Experience in the financial services industry, including a strong understanding of financial services workplace and retail environment.
  • Strong working knowledge of existing end user computing technologies (laptops, monitors, networks) system software, local and web-based applications, phones and contact center technology.
  • Consistent track record of leadership and delivering business results.
  • Excellent communication and people-interaction skills and can rapidly build trust and positively influence others at all levels.
  • Expert collaborator and integrator and facilitate resourcefulness with the team to generate timely solutions that address known challenges and anticipated roadblocks to accelerating delivery.
  • Demonstrated ability to understand and navigate organizational complexity to accelerate progress.
  • Proven ability to develop and influence business strategy, operational support and build solutions to support the associate experience, through effective collaboration with business and product partners.
  • Fierce intellectual curiosity and passion around a culture of continuous improvement.
  • Capability to define, document and communicate success criteria and appropriate roles and responsibilities for team members/stakeholders.
  • Provide vision and direction to the different roles within Wealth Management to ensure clear communication and that associates have the tools and skills to deliver against the customer needs.
The Value You Deliver
  • Working collaboratively with the team, Business Partners, and associates to solidify strategic partnerships and ensure that the operational needs of Wealth Management are represented.
  • Distilling the complex into a clear, compelling narrative with artifacts to provide clarity to product partners and associates alike.
  • Identifying top priorities of the Associate Digital Technology both immediate and next Gen and partnering with leaders inside/outside of the organization to design, deliver and support solutions.
  • Driving consistency in the methods that are utilized to enhance and transform our digital experiences centered on both the associates and client experience resulting in simplicity, speed, scale, and resiliency.
  • Enabling Wealth to simplify onboarding, expanding and retaining skills, creating efficiencies and driving speed to performance for our associates while providing a best-in-class associate experience.
  • Designing and leading operational governance and engagement process that will ensure the Wealth organization has a strong and clear voice in the prioritization of technology operation efforts, while creating clear accountabilities and stronger partnerships.
  • Ensuring overall digital operations remains focused on data driven insights based on feedback from the field, and delivery of a best-in-class associate experience.

Company Overview
At Fidelity, we are passionate about 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. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelity Investments is an equal opportunity employer.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at or call , prompt 2, option 2 if you would like to request an accommodation.
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award , we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document , and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at .
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to .
We welcome those with experience in jobs such as General, General, and General and others in the General to apply.