Director, Quality Assurance - Wealth Client Experience

Job Description:

The Team

As the Director of Quality Management, you are accountable for the execution of the organization's quality audit efforts and are responsible for providing oversight of the Quality Management System and business unit-wide projects and initiatives. This role leads the quality managers in delivering execution of quality reviews within service level agreements, development of leadership skillsets in managers, and managing the day-to-day oversight of the team. This role collaborates with peers on the practices of quality throughout the organization to champion a culture of continuous improvement. This role includes client engagement opportunities to share standard practices of quality programs and efforts to drive the highest levels of operational excellence.

The Expertise and Skills You Bring

• A Bachelor's degree, preferably in Finance, Statistics, Management, Economics or Engineering, or 10 plus years equivalent work experience with 5 plus years consistent track record in management and/or quality assurance
• Demonstrate success working in a fast-paced environment with all levels of an organization
• 3-5 years operational management experience, preferred
• Financial services experience preferred
• Experience mentoring and developing associates within a complex environment
• Demonstrated knowledge and application of analytical tools for process improvement
• Experience creating and interpreting data
• Proven leadership skills
• Demonstrated project management skills
• Work autonomously with a commitment to improvement and strong decision-making abilities
• Business and technical understanding in processing (workflow and process documentation)
• Demonstrated above average MS Offices skills - primarily in excel, word, and PowerPoint
• Excellent oral and written communication skills
• Strong critical thinking skills
• Ability to interact with multiple levels of the organization
• Exhibit strong cross-functional leadership and teamwork skills

The Value You Deliver

• High level of personal integrity and professionalism
• Work within the Quality business unit and provide leadership and general direction to assigned teams/projects/work activities concerned with the development and implementation of quality assurance initiatives/programs across Fidelity.
• Review and establish strategic priorities and convert them to detailed quantitative plans, actions, and long-term strategies that provide focus, improve operations, increase collaboration, and set priorities.
• Supervise the performance of day-to-day tasks, while effectively balancing daily responsibilities with longer-term projects.
• Develop and manage business unit key performance indicators for the prediction and analysis of performance, and the facilitation of accurate budgeting, resource planning, and goal-setting.
• Analyze data to advise operational activities or decisions.
• Lead the implementation of key talent management processes including recruitment, onboarding, goal setting, performance evaluations, coaching, mentoring, and other career development activities. Support the creation and implementation of a climate that values and rewards contributions, inclusion, diversity, initiative, continuous improvement, development, and the achievement of results.
• Build and maintain strong working relationships with business partners and senior leadership across Fidelity and relevant external parties.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

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Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.