Senior Analyst - IV

Fidelity • Westlake, TX

3d

About The Position

The Team Lead is an early management role and the most senior individual contributor on the Contributions Team at Fidelity Charitable. The role leads day-to-day operations to ensure donor contributions are processed accurately, promptly, and professionally, using established policies and procedures for contributions such as cash by wire, checks, stocks, bonds, and mutual funds. The position combines leadership and operational expertise in charitable processes and participates in management-level decisions involving hiring, planning, strategy, and process and technology improvements, preparing for a possible future transition to direct people management.

The role supports the Contributions Team’s work processing donor contributions and helps maintain service standards for donors, nonprofit organizations, and advisors. It manages daily work, develops associates, monitors transaction queues, addresses escalations, and collaborates with internal and external partners to improve team performance and systems. Seasonal demands, including Giving Season, require flexibility and the ability to meet overtime commitments.

Requirements

• Bachelor’s degree.
• At least 3 years of experience in customer service or service operations.
• 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 risk.
• Strong problem-solving and critical-thinking skills, including helping others investigate issues.
• 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 maintaining high standards.
• Ability to meet overtime commitments.
• Flexibility and adaptability 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.
• Strong attention to detail and an inquisitive approach to problem-solving.
• Ability to work in a fast-paced environment, multitask, and respond 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 policy and procedure.
• 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 escalated donor, nonprofit organization, or advisor issues with timely follow-up.
• Create and maintain daily and monthly reporting.
• Assist in developing resource requirements, planning, and hiring in preparation for Giving Season.
• Develop and maintain strong business relationships with senior-level internal and external business partners.
• Coach associates to achieve department goals.
• Lead the day-to-day processing of donor contributions, including cash via wire, checks, stocks, bonds, and mutual funds.

Benefits

• Flexible benefits that support employees through different stages of their careers and at work and home.
• Learning opportunities to support career development.

What This Job Offers

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