SVP and GM, Westlake Participant Services Contact Center

Job Description: The Senior Vice President & General Manager for our Westlake, TX Participant Services Contact Center, reports to the Head of Participant Services within Workplace Investing and is responsible for providing business leadership to over 1,000 Participant Services Associates. The Expertise and Skills You Bring Momentous experience leading large operating groups Ten or more years business or related industry experience Evidence of managing business processes including policy, cost, and operational disciplines Licensing Requirements: SIE, Series 7, 9/10 and 63 You have the ability and passion for connecting with everyone in the organization and are someone who values and builds relationships. You can communicate effectively with all- from the newest associate to the most senior executives. You have a passion for delivering an exceptional experience for our Participants and you gather and listen to Participant feedback to drive insights that inform improvement opportunities. You can innovate but also execute the deliverables necessary to make that vision a reality. You possess the requisite balance of interpersonal skills and analytical abilities. You can balance the needs of three key constituencies: Our Customers (participants and clients), Our Associates, and Fidelity’s larger organizational objectives. You are responsible for coaching, leading and managing the team towards the accomplishment of established goals and objectives. You can effectively challenge the status quo by incorporating diverse perspectives and view into how you think about a given situation. You know the value of operating in a larger system but are also comfortable operating autonomously. You exhibit a powerful sense of accountability and “own” your results, striving for continuous improvement, but appropriately celebrating successes along the way. You lead strategic initiatives that have an impact across the national Participant Services team. The Team The Westlake Participant Services team assists participants from across our Workplace Investing and Healthcare businesses. The team manages over 3 million customer interactions per year. Participant Services is not only a Fidelity Brand Ambassador to our participants but is charged with representing that Voice of the Participant to our Fidelity Colleagues. Participant Services is a talent engine for the firm, with many of our associates obtaining roles elsewhere in Fidelity. You have an obligation to help develop our associates, so they are prepared to grow into new roles across Fidelity while also ensuring the organization achieves its goals and fulfills commitments to Fidelity, our customers, and our Associates. 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 FidelityCareers.com. 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 accommodations@fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request an accommodation. Certifications: Series 07 - FINRA, Series 09 - FINRA, Series 10 - FINRA, Series 63 - FINRA Category: Executive Management Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office. 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 FidelityCareers.com. Fidelity Investments is an equal opportunity employer. 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 please contact the following: For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 2 For roles based in Ireland: Contact AccommodationsIreland@fmr.com For roles based in Germany: Contact Accommodationsgermany@fmr.com Fidelity Privacy Policy