Director, Managed Solutions

Location
Merrimack, NH
Posted
January 28 2019
Ref
1900429
Industry
Securities
Description

You are an energetic leader who is client obsessed and loves working collaboratively with teams to design and deliver exceptional client experiences.

 

The Team

Fidelity is one of the largest providers of investment services in the world.  Within Fidelity, the Personal Investing (PI) division is responsible for a number of services that support our clients, such as self-directed brokerage accounts, credit cards, cash management services, college saving plans, managed investment solutions, the physical branch network, the customer service teams, and retirement solutions that fall outside of employer-sponsored plans.

As a squad member, you will collaborate with the squad lead, your squad teammates, and our business partners to enhance the systems that support our managed account offering. Our ultimate goal is to help millions of Americans to invest towards their goals, develop a holistic plan for retirement, and feel protected in times of need.

 

The Expertise You Have 

  • Strong business knowledge of Fidelity's Managed Accounts offering including the associate experience of positioning managed accounts with clients

  • Ability to build credibility and trust with diverse stakeholders and understands how to influence without authority

  • Strong project management skills and self-driven to own several initiatives at once

  • Understanding of the Agile way of working

  • Bachelor's or equivalent with 10 years of experience

  • Sales or client management experience is a plus

  • Demonstrated commitment to cross-functional collaboration in agile, client-centric, fast paced environment 

The Skills You Bring

Your ability to deliver customer value and business results on the squad by: 

  • Helping the squad achieve specific and measurable KPIs to be defined for squad

  • Staying close to the customer, and understanding customer needs

  • Keeping a pulse on emerging financial services trends

  • Synthesizing complex data from multiple, disparate sources and present analysis, relevant insights and themes in a simple/clear way

  • Understand the needs of advisors as they position solution for our clients and prospects

  • Improving your skills and increasing your mastery

Your knowledge as a subject matter expert in the following areas:  

  • Application of multi-channel solutions to address consumers' retirement needs, wants and preferences

  • Driving competitive advantage through superior customer experience and targeted customer communications

  • Business acumen, along with your strategic and analytical skills that allows you to make decisions based on both hard and soft data

Your ability to identify client needs and wants by: 

  • Participating in the prioritization of the squad work (in partnership with Squad Leader) to deliver customer value based on an understanding of business subject matter areas and client needs

  • Helping to conduct key customer research and analysis to prioritize squad work

  • Informing client and service associate journey maps and design prototypes

Your strength in implementation and measurement of client solutions by: 

  • Participating in and leading readiness and roll out activities for clients and Fidelity associates

  • Performing business testing focused on the overall client and associate experience

  • Developing key squad level KPI metrics to measure the effectiveness of the solution hypotheses

  • Implementing, measuring, and utilizing metrics to aid in identifying improvement opportunities 

The Value You Deliver 

  • Identify the needs and pain points for our high-value customers

  • Define customer solution requirements for new capabilities or enhancements to Fidelity associate and customer experiences, workflow, service models and platforms. 

  • Drive or support key aspects of the development life cycle including business case development, business requirements, end-to-end customer experience, and implementation. 

  • Work with our business partners to create optimal associate and client experiences that address the needs of our managed solutions clients.

  • Pulling information together across a diverse set of individuals and teams, and articulating the full story across multiple streams of work

  • Defining experimentation agendas and assessing work against KPIs, revenue targets, and scorecards

  • Facilitating collective work, across partners, by building journey maps and tracking progress toward delivering on the journey

  • Enabling work across squads to ensure experiences delivered by squads fit together, as a customer experiences them, graduating from one experience to the next in a way that is comfortable and valuable for the customer


Qualifications
Client/Customer ServiceAdvertisement

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