Director of Operations

Fidelity Investments•Westlake, TX

10d•Onsite

About The Position

National Charitable Services performs philanthropic services to the largest donor advised fund in the world, Fidelity Charitable. Service Delivery & Operations supports money movement, client interactions as well as various oversight functions that enables our donors, advisors and non profit organizations accomplish their goals. As part of operations, the job is to ensure that all the grants, contributions and money movement transactions are accounted for and accurately recorded. A lot of the daily work is managed through tools of Fidelity Investments, but the business model is unique. Every day there are thousands of interactions with donors/advisors and non profit organizations. Fraudsters have recently entered the environment. Operations is suited for those that enjoy having a regular, daily routine – but it does get strained during the end of year busiest time – giving season.

Requirements

Bachelor’s degree required with at least 12 years of relevant work experience or Masters with 10+ years of experience.
5+ years of demonstrated ability to lead, manage, and mentor a team in a dynamic environment
Effective verbal/written communication skills to influence, build consensus and integrate complex information
Able to deliver presentations and represent management at least two levels and beyond
Make decisions based on long-term view of trends, issues and business implications
Track record of coaching, managing, developing, and leading others, building associate engagement to deliver outstanding business results.
Ability to own/improve business partner relationships and engage with vendors in a professional manner
Ability to be a self-starter with a high degree of ownership and accountability for results, and ability to take initiative, learn quickly and think independently
Flexibility and adaptability will enable you to react constructively and with a positive demeanor to multiple and shifting priorities, unexpected events, and seasonal demands.

Nice To Haves

Preferred experience or demonstrated proficiency in the areas of Risk Management, Fraud, Compliance, and Operations.
Knowledge of the financial services and/or non-profit industry, specifically as it relates to operations

Responsibilities

Lead key money movement functions (Money Out (Grants), Money In (Contributions) or NPO Enrollment) in Texas or Salt Lake City, leading multiple teams/functions.
Ensure controls are executed flawlessly each day.
Hire, coach and mentor the managers on the team, expanding their influence and preparing them for a future across Fidelity.
Measure success through various critical metrics, including client satisfaction, risk avoidance, improving operational scale and overall leadership of the team.
Participate in and lead cross-functional initiatives which have significant business impact.
Manage a budget, build a resilient staff, meet operational metrics and set the strategic and tactical roadmap for the capability.
Demonstrate professional deportment and hold the respect of the team for their knowledge, personal integrity, passion and work ethic.
Lead quality and timely work to meet the needs of a wide range of donors, advisors and non profit organizations.
Ensure efficient distribution of work to meet processing, special handling, and issue resolution standards.
Create and sustain a team focus on quality and continual process improvement.
Serve as initial point of escalation for service issues.
Continually evaluate work distribution and performance.
Design and generate reports to measure and communicate the teams’ progress against KPIs/metrics, and handle workflow and productivity.