Vp, Service Delivery Leader- Retirement Services

4 days ago

Merrimack, United States Fidelity Investments Full time

**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**:

- 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**:
Fidelity Investments is an equal opportunity employer.

**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).

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.

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