Process Engineer Lead

Fidelity Investments•Merrimack, NH

22h•Hybrid

About The Position

Job Description: As a Process Engineer, you will be responsible for owning the successful delivery of operational and service improvements across Wealth Investor Services and Wealth Investor Advisor Group. Working directly with team leaders and associates, you will find opportunity areas, analyze for root cause, define desired outcomes, implement changes, and measure results. You will deliver incremental changes quickly, using agile methodology and a test and learn approach. You will also partner with technical teams to identify, prioritize, and deliver critical technical enablers. The Team At Fidelity, we strive to provide the best customer experience in the financial services industry. Achieving this goal requires a constant dedication and passion for perfection. You will be part of a team that owns the way for Wealth distribution teams in our pursuit of an easy, efficient, and streamlined client and associate experience. The team establishes client experience, scale & efficiency, and associate engagement metrics/targets and helps drive achievement of those targets through analytics, process engineering, operations management infrastructure and program management support. The Expertise You Have You have experience across multiple operational or service units giving you the breadth and depth of operational challenges and solutions. You have a strong understanding of operational processes and problems. You have a demonstrated passion for improving associate and client experience. You can build credibility and trust with peers and leaders and enjoy working in a sophisticated organization with multiple decision-makers. The Skills You Bring Experience in identifying process issues that cause associate or client experience friction, analyzing for root cause, and driving improvements. Experience analyzing data to find opportunities and using data to tell a fact-based story. Familiarity, knowledge, or experience with one or more operational improvement frameworks, such as Lean or Six Sigma. Experience driving process improvements in an operations environment. Experience identifying team improvement opportunities and learning from approaches used by other organizations. Organizational savvy and maturity; ability to work effectively across multiple teams and organizations. The Value You Deliver Analyzing data to identify business processes most in need of transformation. Gaining a deep understanding of the people, skills, processes, and technology required to meet the needs of our clients. Working with a team to identify challenges, understand current state, develop future state solutions, and implement the most impactful changes. Driving drastic improvement to the end-to-end client experience, by looking at processes through the client’s eyes, challenging all assumptions, and delivering processes that work for the client.

Requirements

Experience across multiple operational or service units giving you the breadth and depth of operational challenges and solutions.
Strong understanding of operational processes and problems.
Demonstrated passion for improving associate and client experience.
Ability to build credibility and trust with peers and leaders and enjoy working in a sophisticated organization with multiple decision-makers.
Experience in identifying process issues that cause associate or client experience friction, analyzing for root cause, and driving improvements.
Experience analyzing data to find opportunities and using data to tell a fact-based story.
Familiarity, knowledge, or experience with one or more operational improvement frameworks, such as Lean or Six Sigma.
Experience driving process improvements in an operations environment.
Experience identifying team improvement opportunities and learning from approaches used by other organizations.
Organizational savvy and maturity; ability to work effectively across multiple teams and organizations.

Responsibilities

Owning the successful delivery of operational and service improvements across Wealth Investor Services and Wealth Investor Advisor Group.
Finding opportunity areas, analyze for root cause, define desired outcomes, implement changes, and measure results.
Delivering incremental changes quickly, using agile methodology and a test and learn approach.
Partnering with technical teams to identify, prioritize, and deliver critical technical enablers.
Analyzing data to identify business processes most in need of transformation.
Gaining a deep understanding of the people, skills, processes, and technology required to meet the needs of our clients.
Working with a team to identify challenges, understand current state, develop future state solutions, and implement the most impactful changes.
Driving drastic improvement to the end-to-end client experience, by looking at processes through the client’s eyes, challenging all assumptions, and delivering processes that work for the client.

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