Head of Service Support Group (SSG)

Job Description:

The Role

The Service Support Group (SSG) Leader will lead and inspire a distributed team of associates charged with delivering the best experience in the financial services industry. With a “servant leadership” philosophy, the SSG leader will provide strategic direction and execution to serve customers and internal associates located in Personal Investing’s Regional Phone Centers and remotely. You will maximize client and associate value, build business scale and efficiency, deliver results and drive associate engagement and development in SSG.

The Team

You will be part of Personal Investing’s Regional Center organization, in the Distribution Service & Operations (DSO) team. The service we provide to PI clients includes transaction processing, operations controls, and higher touch service associated with life events and problem resolution. We’re committed to re-imagining service and delivering progressive experiences to our clients, associates and business, and we work closely with colleagues in PI Phone Centers, Investor Centers, Domain teams and multiple enterprise business partners.

The Expertise You Have & Skills You Bring

• Proven ability to drive business results and solve complex problems involving multiple functions.
• Your Cross-functional business acumen and ability to integrate multiple goals and priorities into solutions delivered.
• A servant leader able to unleash the talent in your team
• Your curiosity as a data driven leader who brings a sense of urgency and optimism to driving improvement.
• Demonstrated strength in managing change, including communications that develop desired culture and outcomes.
• Minimum of 10 years related experience with understanding of client service, operations, and business processes.
• Bachelor’s degree required, MBA preferred
• Series 63, 7, 9, 10 licenses
  

The Value You Deliver

Execution Excellence: You are driven to achieve results and deliver value through your leadership of approximately 450 associates in multiple regional and remote sites, engaged in proactive and reactive resolution of intensified client service needs. Your detailed understanding of your team’s activities and performance drives service excellence, associate engagement and operational efficiency. You bring data driven leadership to core responsibilities including volume and staff management, achieving service level targets, people development, delivering operational effectiveness and efficiency, and compliance with internal policies and external regulations.

Develop Your Organization: You thrive in developing and leading talent, and you build a cohesive team with a strong brand that delivers results. Your visible hands-on leadership builds a culture of accountability and results achieved through empowerment and engagement of your team. You build routines to inspect results, coach and develop associates, and build a personal connection with the best outcomes for our clients and business.

Reimagine Service: You are obsessed with transforming the experience of our customers and associates as well as achieving operational scale and efficiency. You challenge the status quo with the courage to drive towards bold solutions. You cultivate innovation in the team, adjust quickly to new information, and effectively lead change in the organization. You have an orientation to go beyond routine reviews, to press for information, probe to clarify and resolve issues, and develop the best solutions based on understanding driven by data. Your critical thinking and ability to understand complex problems enables you to resolve business challenges with new solutions and ways of working.

Enterprise Leadership: You advance overall Fidelity interests and priorities through your involvement in PI Distribution and enterprise Operations initiatives. You build strong relationships with other functional leaders and build trust in your team’s performance and commitment to the needs of Fidelity and our clients.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a Best Place to Work in 2022. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Many of our associates are continuing to work remotely temporarily due to COVID-19. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling "Dynamic Working."

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.