Director, Debit Card Operations

Job Description:

The Role

In Wealth Cash Solutions Personal Cards we are embarking on a multi-year journey to improve our debit card program – including enhancing our ability to service customers over our live channels, improving the digital experiences (web and mobile), and optimizing our vendor partnership structure. As the Program Management Lead, you will oversee and manage the initiative post-launch. Day-to-day responsibilities include:

Leading Operations Best practices

• • Oversee all aspects of current debit card operations with vendor partners
• Help drive the bridge between current state operations and future state after the strategic initiative is complete
• Help establish a centralized process for day-to-day customer needs and partnership across the organization

Lead the creation of a new team

• This role will manage 2 newly hired Operations associates and 2 new Vendor Managers, each with new KPI’s to establish

Implementation

• Develop a comprehensive program plan for post-launch activities, including defined objectives, strategies, and timelines for maintaining and supporting all debit card functions
• Construct tracking frameworks and data analysis tools to monitor program timelines post-launch
• Support the development and implementation of change management strategies to facilitate the adoption of the new internal capabilities, ensuring smooth onboarding of new resources
• Serve an active role in recruiting, hiring, and training the program management and vendor management teams

Post Launch

• Oversee end-to-end management of the debit card program, including communication with card processor, strategy development, execution, and performance tracking
• Track program performance using core KPIs and identify areas for improvement
• Liaise between functional leads and card processor to ensure a seamless customer experience
• Stay informed about industry trends, competitive landscape, and emerging technologies to proactively adapt and enhance the program

The Expertise and Skills You Bring

• • Bachelor’s degree in Business Administration, Project Management, Finance, or a related field. Master’s degree or other advanced degree is preferred
• 7-10 years of of program management experience or a related role, preferably at a bank, asset manager, or similar financial services provider
• Knowledge of debit payment systems (specifically, debit card platforms) and applicable financial regulations
• Proficiency using program management tools
• Excellent critical thinking, analytical, and problem-solving skills
• Ability to understand business strategy and collaborate with strategy, program, and product leads to define a roadmap for the focused execution and delivery of outcomes
• Ability to participate in technical discussions and work through solution options with technology partners
• Strong consulting orientation with a proven ability to establish productive relationships quickly.
• Effectively create and deliver clear presentations on complex concepts to all audiences including senior leadership
• Establish effective relationships and influence key partners in and across Business Units
• Proven time management and organizational skills, with the ability to balance multiple challenging priorities.
• Strong leadership and team management skills

The Team

Fidelity’s Cash Solutions domain has critical building blocks for our customers. Our vision is to expand the role Fidelity can play for our customers in this critical area of their finances, by offering innovative capabilities to serve the spending and saving needs of new and existing customers.

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 hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

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.