Job Description:

The Role

In Wealth Cash Solutions Personal Cards, we are embarking on a multi-year journey to improve our debit card program - including enhancing our ability to service customers over our live channels, improving the digital experiences (web and mobile), and optimizing our vendor partnership structure. Given the broad and complex nature of the initiative, it requires a central implementation office. The Implementation Team will be responsible for overall delivery and success of the program, oversight across the various workstreams, status updates to senior leadership, and leading/resolving risks and roadblocks. The Implementation team will work in tight partnership with the existing debit card operations team as well as functional partners across Fidelity's Wealth, Brokerage, and WI Healthcare businesses.

As workstream lead, you will manage one or more individual workstreams, serving as the accountable person for success of the respective workstream(s). There are five workstreams include Servicing (incl. servicing technology), program management, fraud, digital delivery, and operations. Primary responsibilities include:

Ensure successful delivery of your workstream(s), partnering across the Implementation Team as well as with functional teams who will be completing the day-to-day work
Plan and deploy appropriate project management tools and practices, such as recurring meeting cadence, status updates, meeting minutes, deadline tracking, timelines
Assist the Implementation Leader with the development of launch plans, monitoring implementation timelines, and performing stakeholder management for individual workstreams
Support the recruitment and hiring of functional teams by partnering with Implementation Leader as well as functional stakeholders
Liaise with functional working teams in regular touchpoints to ensure overall project timeline is met
Assist functional teams in defining requirements for development and deployment of workstream deliverables
Derive delivery risk mitigation tactics and broader program decisions using feedback from functional leads
Facilitate effective communication between functional leads, stakeholders, and external partners by managing emails, phone calls, and other correspondences

The Expertise and Skills You Bring

7+ years of complex project management experience
Excellent attention to detail, organizational skills and project management skills
Experience combining data from multiple sources to perform analysis and simplify and synthesize the output
Presenting data & analysis (likely in PowerPoint) to tell a story or influence an audience
Experience combining data from multiple sources to perform analysis and simplify and synthesize the output
Proven ability to manage effectively in a fast paced, high pressure and high visibility environment
Experience working with agile teams and managing the work in the ecosystem is a plus (Jira, Jira Align, Transparency, TBM, Roadmap, etc.)
Working as a collaborative team member and business partner while also taking proactive ownership of bodies of work is critical, autonomously leading on behalf of others while ensuring alignment to a central

Servicing (incl. servicing technology): Experience with call center transformations at large financial institutions, including new operating model design, creating training materials, training and deploying agents, and developing and deploying new digital tools for agent use
Program Management: (1) Experience in program management for a debit card program or other similar financial product, including managing backlog of feature prioritization, developing overall strategy for the program, and establishing objectives/KPIs and (2) Experience in establishing relationships with new vendors (ideally within financial services industry), including assessing vendors, contracting, onboarding, SLA definition, and general relationship management
Fraud: Experience with fraud prevention and detection, including strategy development and implementation into scoring, ongoing surveillance, alerts/communication strategy, fraud/dispute intake processes
Digital delivery: Experience in managing development and deployment of customer digital experiences on web and mobile, ideally for a financial services bank or brokerage
Operations: Experience in day-to-day operations of a debit card program or other similar financial product, including card manufacturing, distribution, quality control, regulatory requirements

The Team

Fidelity's Cash Solutions domain has critical building blocks for our customers. Our vision is to expand the role Fidelity can play for our customers in this critical area of their finances, by offering innovative capabilities to serve the spending and saving needs of new and existing customers.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.