Vice President, H&W CSM Team Leader

Fidelity Workplace Investing • Merrimack, NH

84d • Onsite

About The Position

As the Client Services Team Leader, you blend deep Health and Welfare and Operations expertise with a passion for coaching, mentoring, and developing associates. You are deeply committed to improving the value delivered to our customers. In an agile structure you will collaborate with other leaders to establish the standards for your team and domain, influence strategic decisions and build solutions in your expertise. You will directly manage a team of CSMs who primarily work with their virtual teams across product and project squads, but report directly to you. You are dedicated to helping them grow and develop in their knowledge area and ensure alignment on the how of the work they perform. You are committed to developing your own expertise and knowledge to bring the latest thinking to your role and to empower others with that knowledge. Your success is measured through client satisfaction, dedication, and retention results, improving operational scale and overall leadership of the team. The role requires a desire and ability to lead cross-functional initiatives which have significant business impact. As a player/coach, you will spend a percentage of your time as a Client Service Manager Lead applying your expertise and experience in direct client interactions as a point of escalation or assisting with larger initiatives like Implementation, Acquisitions or Annual Enrollment efforts. In addition, you will help advance the work and improve project team and product area performance. Ensuring Client Service's talent composition aligns with strategic business priorities including workforce planning vital to provide increased value and results for customers and the business Supporting and empowering direct reports and virtual team members, to enable delivery of increased value in their teams Enabling an agile and frictionless organization by demonstrating agile behaviors Proactively partnering with Chapter Area, Product Area, Center of Excellence, Product Squad Leaders and Project Leads to: influence strategic backlog and prioritization decisions related to your area of expertise measure performance through established objectives and KPI's to deliver agreed upon business, technology, and people results align team members across project squads and product areas to ensure the best utilization of talent while also building learning opportunities and learning day content to develop skills set and apply standards and ensure the work performed is aligned with established road maps remove impediments to delivering value Actively sharing insights, knowledge, industry practices and developments across the organization Working with broader virtual teams including Product and Project teams to deliver exceptional service to the client and their participants, prioritizing work based on risk, strategic priorities, and client objectives Demonstrate leadership behaviors to promote a diverse and inclusive environment, and ensures all associates are provided a safe and respectful workplace.

Requirements

• BS or BA required; MBA preferred.
• 10+ years of client service management experience.
• Experience leading, coaching, mentoring, and developing people and teams.
• Experience in identifying and acquiring talent needs and resource planning.
• Excellent interpersonal and communication skills.
• Ability to take a data-focused approach to decision making.
• Strong planning, organizational, and interpersonal skills.
• Expertise in strategic planning and execution.
• Ability to mitigate operational risk for complex issues.

Nice To Haves

• Experience in Health and Welfare operations.
• Knowledge of agile methodologies.
• Experience in working with virtual teams.

Responsibilities

• Manage a team of Client Service Managers (CSMs) and support their development.
• Collaborate with other leaders to establish team standards and influence strategic decisions.
• Lead cross-functional initiatives with significant business impact.
• Act as a point of escalation for client interactions and assist with larger initiatives.
• Align talent composition with strategic business priorities and workforce planning.
• Partner with various teams to influence strategic backlog and prioritization decisions.
• Measure performance through established objectives and KPIs.
• Remove impediments to delivering value and ensure alignment with established road maps.
• Share insights and knowledge across the organization.
• Promote a diverse and inclusive environment.

Benefits

• Hybrid work model requiring onsite work every other week.
• Opportunities for professional development and continuous learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree