Senior Manager - Quality

Westlake, TX
March 14 2018

The Senior Manager of the Quality Management Team is responsible for designing, analyzing, and implementing controls and monitoring activities to help mitigate risk and ensure that products and processes deliver on customer and regulatory expectations. Responsibilities also include assessing processes and making recommendations across business units to establish and execute the necessary quality control programs.


The Expertise We're Looking For

  • Bachelor's degree in a related field

  • 5 years of work experience, including data analysis and/or quality management experience

  • Experience leading a service or operations team

  • Strong People Management Skills

  • Knowledge of Data Analysis and Data Visualization tools (Excel, Tableau, SAS, SQL, etc)

  • Understanding of analytical tools for process improvement; Six Sigma and Lean

  • Demonstrated focus on the customer

  • Superior organizational, planning and time management skills

The Purpose of Your Role

In this role, you will be part of the Service Delivery team and support the execution of Fidelity Charitable's operations strategy.  This position oversees the team responsible for mitigating risk, creating efficiencies and providing quality analysis to our operations teams. The primary role is to monitor transactional audits, analyze available data, create reporting tools, and implement process improvements to mitigate future risk.

The Skills You Bring

  • Your ability to effectively recruit, develop, and manage talent.

  • Your flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.

  • Your analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.

  • Your strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.

  • Your attention to detail and inquisitive nature will be key in helping you problem solve.

  • Your demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.

The Value You Deliver

  • Manage a team of associates, including goal setting, development planning, and performance management.

  • Develop and present reports on quality assessment findings and recommendations.

  • Lead projects, perform analysis and provide reporting in an effort to facilitate internal process and quality improvement solutions

  • Help develop and utilize internal reporting, monitoring tools and SLA agreements to assist team in meeting daily goals.

  • Proactively look for opportunities to improve Fidelity Charitable's operational capabilities and performance; and stay abreast of internal and external operational developments and best-in-class capabilities.

  • Develop and maintain strong and effective relationships with internal and external business partners upon which Fidelity Charitable relies to execute its work.

  • Identify gaps in business partner organization's policies and procedures based on assigned predefined audit points.

  • Regularly consult with Service Delivery managers to review details of findings.  Share new insights or realized trends with analysts and peers.

How Your Work Impacts the Organization

The Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.  Fidelity Investments provides all of the charitable organization's employees and supports all of its functions:  Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.

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