Vice President, Implementation and Operations

Job Description

If you are interested in leading implementation communications and operations working with a diverse team of Communication Consultants and operations professionals to help clients and their workforce onboard to Fidelity workplace solutions, then this role is for you!

The Role

This role runs and manages a team of Implementation and communications consultants who are responsible for building and implementing plan transition communication strategies and provide and implementation support for new and existing Tax-Exempt Market (TEM) clients in the Large, Select and Strategic markets. The ideal candidate will mentor individual contributors on effectively advising clients to highlight Fidelity’s value proposition and proposing relevant communication and education (C&E) solutions to address plan and participant needs while onboarding and transitioning new clients. This role must build positive relationships with internal business partners and requires an ability to influence others to provide support and assist with issues across the Fidelity organization.

This leader will interact directly with clients periodically to support transition needs, help resolve issues, and address customer needs throughout the implementation process The ideal candidate will bring innovative ideas to the group, be driven by operational excellence and effective communications strategies, they will be willing to try new things, lead with clients in mind and deliver broad-based initiatives on time and on budget

• Working collaboratively with other C&E leaders, Managing Directors, Account Executives, Product, Technology, Finance and other key business partners in service of clients, participants, associates, and the firm.
• Recruiting, leading and enhancing a strong implementation team; provides continuous feedback and formal reviews during quarter and year-end review cycles.
• Creating a culture that values and rewards contributions, drive, initiative, and achievement of results.
• Capacity planning and scaling: Ensuring the team is adequately resourced to meet current and future demands, and scaling operations to support growth.
• Defining and refining offerings: Continuously improving the onboarding and implementation process, looking at operational best practices and can balance corporate communications materials with specific customer content that can resonate in TEM markets.
• Can analyze and define communication strategies and solutions to meet evolving client and participant needs that may not exist in the current operation.
• Reviewing key performance indicator metrics and trends to ensure that satisfaction, risk, and quality is optimally led; drives action plans and holds teams accountable for results.
• Provide client-specific reporting, as well as custom onboarding or other engagement tactics, to demonstrate program efficiency and reinforce the value of TEM. Continually demonstrate the value of TEMs services and products through regular client meetings, monthly updates, and special projects.
• Supervising registered representatives.
  
  

The Expertise And Skills You Bring

• Bachelor’s Degree – Required or equivalent with 10 years of experience
• 5 years of operations management, recordkeeping communications, regulatory communications and team leadership experience preferred
• Experience in employee benefits/workplace processes, recordkeeping platforms and technologies, and the retirement services f
• Series 6, 63 and 26 required (Series 7 and 24 preferred)
• Strong leadership, facilitation, influencing, decision-making and team building skills
• Effective collaboration and partnership skills
• Client servicing skills and experience, including problem solving and escalation management
• Change management experience and familiarity with WI, Brokerage and Wealth products and services
• Ability to hire, lead, mentor, and develop a diverse team across multiple geographical locations
• Highly organized, detail oriented, process driven and able to prioritize and multi-task in a fast-paced, matrix management environment
• Excellent communication and interpersonal skills
• Ability to think strategically and advise senior leaders
  
  

The Team

The Vice President, Implementation Communications and Operations position is part of the Analytics, Marketing & Communications team within Fidelity’s Tax-Exempt Market business unit where we serve nonprofit employers and their employees. These organizations are passionate and strive to provide their employees, who frequently serve others, with benefits programs that support their evolving needs. The Communications team works closely with their clients (plan sponsors) and provides consulting, content development and execution for programs that advise and educate employees about their workplace benefits pre and post implementation to our workplace benefits technology platform.

Certifications

Category:

Communication

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.