VP, Service Delivery Leader- Benefits Outsourcing

Fidelity Investments - merrimack, US-NH

Posted 620 days ago
  • Experience
    Mid-Senior level
  • Job function
  • Employment type
  • Industry
    Financial Services
  • Employer job ID
  • Job ID

This is a preview of the VP, Service Delivery Leader- Benefits Outsourcing job at Fidelity Investments. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

Position Description
Fidelity Investments is a leading provider of Defined Contribution, Defined Benefit, and Health & Welfare, outsourcing administration services. Our Strategic Service Delivery Team thrives on our unyielding commitment to provide best-in-class seamless service to our multi-product clients. Join our dynamic and innovative team as a Vice President of Service Delivery (VPSD) and you will be accountable for overall service delivery across all products for a number of clients. The VPSD ensures that Fidelity delivers industry leading integrated outsourcing services in the most efficient manner, providing the greatest overall value and ensuring a high degree of client satisfaction. The VPSD takes the lead in developing and managing a consistently high performing client service team. You will work collaboratively with the Managing Director and other Fidelity senior leaders, and develop a direct relationship with the client to help them make well-informed decisions regarding the delivery of Benefit administration services to their employees.
Primary Responsibilities
  • Accountable for overall service delivery governance.
  • Support MD in the development of Client business Plan/Strategy.
  • Broaden number of relationships across client base.
  • Act as Client advocate internally.
  • Represent Fidelity Leadership at Client.
  • Partner with MD to develop references.
  • Lead and drive Client service reviews.
  • Client Senior Management escalation point for multi-product service issues or second escalation for single product service issues.
  • Partner with Functional Business Unit Heads to drive margin improvement and process efficiencies.
  • Drive/Monitor FFS revenue to budgets, scope and targets.
  • Recognize opportunities for growing Consulting revenue, improving retail access and rollover retention rates and serve up to MDs.
  • Fully conversant in contract terms and SLAs.
  • Ensure adherence to client contract/SOS and execution of contract administration.
  • Drive periodic detail level review at product level via CSM (e.g. ensure process for CSM monitoring of SOS and product specific SLA's, commitments, etc.
  • Partner with MD on contract renewal; specifically negotiate SOS, and other key service delivery items (service model, scorecard, SLA's). Initiation/oversight of contract amendments.
  • Lead & manage recurring cross product client team governance routines to review/status on issues/actions/event planning and preparedness.
  • Multi Product Service Planning (Integrated Event Management).
  • Communicate internally to ensure Work/Demand plan is established.
  • Multi Product Service Delivery.
  • Coordinate communication of integrated product/service model updates, i.e. NetBenefits enhancements.
  • Roll out new products/services that span product line.
  • Multi Product Service Monitoring/reporting.
  • Coordinate and deliver recurring client reporting, i.e. service assessment, SLA adherence, and fee at risk credits, etc.
  • Multi Product Service Actions/stability.
  • Complete reporting and maintain open communication internally regarding service assessment and ongoing client activities.
  • Coach/Mentor Client Service Managers.
  • Lead/manage recurring Governance routines with matrix team that manages account.

Desired Skills and Experience

Education and Experience
  • Requires a minimum of 10 years related experience with a working knowledge of the following benefits areas: Defined Contribution administration, Pension administration, Health & Welfare administration ,Benefits Consulting and/or Payroll Administration.
  • BS/BA.
Skills and Knowledge
  • Strong leadership, influencing and negotiation skills and a demonstrated ability to direct efforts, apply client management, project management, record keeping and regulatory concepts and methodologies in a creative and value added way.
  • Demonstrated ability to lead, manage, and mentor a team in a dynamic client based environment.
  • Demonstrated ability to balance customer service and satisfaction with sound business judgment; ability to evaluate broad business issues and engage appropriate parties at all levels of the Fidelity and client organizations.
  • Strong oral and written communication and executive presentation skills.
Company Overview
Fidelity Investments is one of the world's largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms. For more information about Fidelity Investments, visit www.fidelity.com.
Fidelity Investments is an equal opportunity employer.

About this company

Fidelity Investments

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