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Head of Quality, IWMS Client Experience
4 weeks ago
Job Description:
Fidelity Institutional (FI) Quality Solutions works with internal business partners and consults with FI clients to foster operational excellence and improve the customer experience.
Our mission is to provide world class quality management services to FI business partners and clients by collaborating with them on continuous improvement and driving a culture of quality to reduce client effort and increase loyalty.\u00A0 Our approach is to proactively pursue perfection to avoid process disruptions like errors or not in good order items. However, when disruptions occur we work with our business partners and clients to find and fix them quickly and then address root cause to prevent reoccurrence.
\u00A0The Expertise You Have
- A Bachelor's degree, preferably in Finance, Accounting, Business Administration or Engineering
- 3-5 years of experience managing relationships (internal or external), including demonstrated success working in a fast-paced environment and with all levels of an organization
- Experience working directly with clients in a proactive manner is a key asset
- Prior experience within a Quality Organization and process improvement tools and techniques is preferred
- FINRA Series 7 and 24 required within the first 120 days
- A solid understanding of the brokerage processes and operations
The Experience and Skills you Bring
- Strategic professional with a successful track record of working in large, complex organizations with senior leadership to create alignment and drive execution prioritization
- Able to lead and manage in a highly matrixed environment; able to build & navigate across business units and functions
- Experienced in consulting, managing large scale programs and understanding how to define, evolve, and track progress in the delivery of required technology solutions (platforms, applications and tools).
- Strong organizational navigator
- Actively listens to the needs and concerns of business leaders and functional partners and can develop strategic recommendations/solutions.
- Strong executive communication skills (verbal/written) and can craft compelling, executive level presentations that communicate strategic insights and program deliverables in a clear, structured manner
- Ability to effectively translate program needs into technical and non-technical requirements
- Energized, passionate and committed teammate who finds common ground and can gain alignment among management, colleagues, and peers
- Works well in a fast paced, ever changing, and evolving environment
- Analytical business thinker who can ask questions, and use analytics to frame problems, opportunities and solutions
The Team
The Head of Quality consults with peers on the practices of Quality throughout the organization to develop a culture of continuous improvement and change management in every aspect of the organization's products and services. This role drives the overall quality culture of the organization and advocates for process improvement by translating information into action.\u00A0
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\u2014we 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 fidelitycareers.com.
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 accommodations@fmr.com.
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