Senior Analyst - IV

Fidelity Investments • Westlake, TX

5d

About The Position

The Senior Analyst is a Team Lead within the Contributions Team in Operations at Fidelity Charitable. This early management role is the most senior individual contributor position and serves as the day-to-day leader responsible for accomplishing daily work. The role combines leadership with operational expertise in charitable contribution processing and includes participation in management-level decisions such as hiring, planning, strategy, and process and technology improvements. This experience is intended to help prepare the Team Lead for a future transition to direct people management.

The Contributions Team processes donor contributions accurately and on time, using established policies and procedures for cash contributions by wire, checks, stocks, bonds, and mutual funds. The Team Lead manages daily deliverables, supports associates and the manager, monitors work queues, handles escalated issues, coordinates improvements, and helps prepare staffing and resources for Giving Season. The position requires flexibility to respond to changing priorities and seasonal demands, and the ability to meet overtime commitments.

Requirements

• Bachelor’s degree and more than 3 years of experience in customer service or service operations, including experience with people management or supervision.
• Demonstrated ability to lead and mentor associates in a dynamically changing environment.
• Superior organizational, planning, and time-management skills.
• Strong verbal and written communication skills.
• Experience identifying and mitigating areas of risk.
• Critical-thinking and problem-solving skills, including the ability to help others investigate issues thoroughly.
• Strong business acumen and analytical skills.
• Technical aptitude and proficiency with Microsoft Office products, including Excel, Word, and PowerPoint.
• Ability to work under pressure and meet tight deadlines.
• Experience advancing quality and a commitment to maintaining high standards.
• Ability to meet overtime commitments.
• Flexibility and adaptability to respond constructively to shifting priorities, unexpected events, and seasonal demands.
• Ability to analyze large data sets to identify trends and root causes.
• Strong communication and interpersonal skills to collaborate with internal and external business partners.
• Attention to detail and an inquisitive approach to problem-solving.
• Ability to work in a fast-paced environment, multitask, and adapt to increased seasonal demands.
• Strong focus on donors and nonprofit organizations.

Responsibilities

• Manage the team’s daily work deliverables.
• Act as a liaison between associates and the manager and implement initiatives to improve team success.
• Assist the manager with timely completion of team and departmental projects.
• Help ensure associates are trained on changes in policies and procedures.
• Collaborate with Technology and Business Analysts to identify and implement system efficiencies.
• Monitor aged work items and queues and follow up to ensure timely transaction processing.
• Handle donor, nonprofit organization, and advisor escalations with timely follow-up.
• Create and maintain daily and monthly reporting.
• Assist with developing resource requirements, planning, and hiring in preparation for Giving Season.
• Develop and maintain effective business relationships with senior-level internal and external business partners.
• Coach associates to achieve department goals.

Benefits

• Flexible benefits supporting employees at work and at home.
• Learning opportunities to support career development.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior