VP, SDL- Benefit Service Delivery

Job Description:

Join our multifaceted, innovative, and solutions-driven team as a Vice President, Service Delivery Leader (SDL) and you will be accountable for overall service delivery across all products for a number of clients.

The Expertise We're Looking For

• Requires a minimum of 10 years related experience with a proven understanding of the following benefits areas: Defined Contribution administration, Pension administration, Health & Welfare administration, and/or Benefits Consulting
• BS/BA.

The Purpose of Your Role

The Service Delivery Leader ensures that Fidelity delivers industry leading, coordinated outsourcing services in the most efficient manner, providing the greatest overall value and ensuring a high degree of client satisfaction. The SDL takes the lead in coaching and developing a consistently effective client service team.

The Skills You Bring

• Strong leadership, influencing, and negotiation skills and a demonstrated ability to advise efforts; apply client management, project management, record keeping and regulatory concepts and methodologies in a creative and solutions-oriented manner.
• Demonstrated ability to lead, run, and mentor a team in a dynamic client-based environment.
• Proven track record of balancing customer service and satisfaction with sound business judgment; ability to evaluate broad business issues and engage appropriate parties at all levels of the Fidelity and client organizations.
• Strong oral and written communication and executive presentation skills.

The Value You Deliver

• Actively supporting Managing Director in the development and execution of Client Business Plan/Strategy.
• Broadening number of relationships across client base.
• Acting as client advocate internally.
• Representing Fidelity Leadership at client.
• Serving as client Senior Management customer concern point for multi-product service issues or secondary customer concern point for single product service issues.
• Partnering with Functional Business Unit Heads to drive margin improvement and process efficiencies.
• Ensuring adherence to client contract/Statement of Services (SOS) and execution of contract administration.
• Driving periodic detail level review at product level via Client Service Manager (CSM) (e.g., ensure process for CSM monitoring of SOS and product specific Service Level Agreements, commitments, etc.).
• Leading & running recurring cross product client team governance routines to review the status of issues/actions/event planning and preparedness.
• Communicating internally to ensure work/demand plan is established.
• Coordinating communication of integrated product/service model updates, e.g., NetBenefits® improvements.
• Coordinating and delivering recurring client reporting, e.g., service assessment, SLA adherence, fees at risk service credits, etc.
• Completing reporting and maintaining open communication internally regarding service assessment and ongoing client activities.
• Leading/handling recurring Governance routines with matrix team that manages client account.

How Your Work Impacts the Organization

Work collaboratively with the Managing Director and other Fidelity senior leaders and develop a direct relationship with the client to help them make well-informed decisions regarding the delivery of administration services to their employees.

Certifications:

Series 07 - FINRA, Series 63 - FINRA

Category:

Client Service
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.