Squad Leader - Digital Shared Services - Boston, MA; Smithfield, RI or Durham, NC

Location
Boston, MA
Posted
March 14 2018
Ref
1802145
Industry
Securities
Description

We are looking for an energetic leader who is truly client obsessed and loves working with teams to design and deliver exceptional products to clients. You will be embedded in a squad and work directly with its members to prioritize and manage what needs to be done and by when. Working with squad members without direct authority over them will be key - you are a servant leader and embody that in how you approach the work. You will coordinate closely with your tribe leader to stay aligned on business goals and make sure your squad is progressing and delivering against them. You will also represent the voice of the customer, whether internal or external, and make sure squad members understand their needs and preferences.  To get this work done, you will maintain and prioritize the backlog of user stories that your squad members will use to inform their work.

 

The Expertise We're Looking For

  • BS/BA degree with 7 years knowledge and experience working with various digital technology vendors, platforms and solutions

  • Experience and comfort within client experience environments and technical conversations

  • Brings a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs

  • Is intellectually curious and love learning new skills and capabilities, e.g., Agile principles and technology platforms

  • Looks for opportunities to innovate and take thoughtful risks in order to get things done better and faster

The Purpose of Your Role

The Squad Leader will lead the charge to transform key service experiences for Fidelity with an initial focus on Account Management and Money Movement. These are foundational elements for Fidelity's retail customers and the goal is to develop the platforms that are cost effective, flexible, and self-service.  This role will directly deliver business results and key client value. This requires setting an overall vision to direct and inform the squad's work as well as serve as a voice for the end-user.

The Skills You Bring

  • Your client-obsession and dedication to understanding and learning about client needs and requirements

  • Your comfort in leading, directing, and empowering team members without formal management authority

  • Your data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs

  • Your  intellectual curiosity and love of  learning new skills and capabilities, e.g., Agile principles and technology platforms

  • Your quest for seeking opportunities to innovate and take thoughtful risks in order to get things done better and faster

The Value You Deliver

  • Enable PI's better way of working- modeling behaviors to support Fidelity's transformation to a better way of working.

  • Deliver business results and customer value - Specific and measurable KPIs to be defined for each squad in your tribe.

  • Set an overall vision to direct and inform the squad's work -Coaching closely with your tribe leader to understand and drive alignment on the tribe's business strategy, goals, and objectives.

  • Serve as the voice of client or end-user -Representing client needs and requirements to ensure they are well-understood and integrated into the squad's work.

  • Oversee what is delivered by the squad and by when - Prioritizing work through a well-organized backlog of user stories, and clearly communicating what needs to be done and by when.

  • Support and enable the squad to get its work done -Regularly engaging with the squad to offer feedback on work-in-progress, clarify requirements and answer questions.

How Your Work Impacts the Organization

This work is critical to enable our business partners across PI to build out innovative and emerging customer experiences across different channels (e.g., web, mobile, voice, and other emerging technologies). This foundational work will give our clients the flexibility to deliver quickly and efficiently while they test and learn what is important for our end customers. This work impacts the entire PI organization's success and hopefully will also be utilized across the Fidelity organization.


Qualifications
Client/Customer ServiceAdvertisement

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