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.

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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.