Director, Quality Assurance - Wealth Client Experience
About The Position
The Team As the Director of Quality Management, you are accountable for the execution of the organization's quality audit efforts and are responsible for providing oversight of the Quality Management System and business unit-wide projects and initiatives. This role leads the quality managers in delivering execution of quality reviews within service level agreements, development of leadership skillsets in managers, and managing the day-to-day oversight of the team. This role collaborates with peers on the practices of quality throughout the organization to champion a culture of continuous improvement. This role includes client engagement opportunities to share standard practices of quality programs and efforts to drive the highest levels of operational excellence.
Requirements
- A Bachelor's degree, preferably in Finance, Statistics, Management, Economics or Engineering, or 10 plus years equivalent work experience with 5 plus years consistent track record in management and/or quality assurance
- Demonstrate success working in a fast-paced environment with all levels of an organization
- 3-5 years operational management experience, preferred
- Financial services experience preferred
- Experience mentoring and developing associates within a complex environment
- Demonstrated knowledge and application of analytical tools for process improvement
- Experience creating and interpreting data
- Proven leadership skills
- Demonstrated project management skills
- Work autonomously with a commitment to improvement and strong decision-making abilities
- Business and technical understanding in processing (workflow and process documentation)
- Demonstrated above average MS Offices skills - primarily in excel, word, and PowerPoint
- Excellent oral and written communication skills
- Strong critical thinking skills
- Ability to interact with multiple levels of the organization
- Exhibit strong cross-functional leadership and teamwork skills
Responsibilities
- Review and establish strategic priorities and convert them to detailed quantitative plans, actions, and long-term strategies that provide focus, improve operations, increase collaboration, and set priorities.
- Supervise the performance of day-to-day tasks, while effectively balancing daily responsibilities with longer-term projects.
- Develop and manage business unit key performance indicators for the prediction and analysis of performance, and the facilitation of accurate budgeting, resource planning, and goal-setting.
- Analyze data to advise operational activities or decisions.
- Lead the implementation of key talent management processes including recruitment, onboarding, goal setting, performance evaluations, coaching, mentoring, and other career development activities.
- Support the creation and implementation of a climate that values and rewards contributions, inclusion, diversity, initiative, continuous improvement, development, and the achievement of results.
- Build and maintain strong working relationships with business partners and senior leadership across Fidelity and relevant external parties.
Benefits
- Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process.
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What This Job Offers
Job Type
Full-time
Career Level
Director
