Job Description:

Director, Healthcare Card Operations

As Director, Healthcare Card Operations, you will be a leader in the Fidelity Healthcare Operations team and provide subject matter expertise in the Enterprise Healthcare Card domain and be responsible for the design and execution of a comprehensive Card operations program for HSA and Reimbursement products.

You will be responsible for the design and execution of a comprehensive Card operations program for HSA and Reimbursement products. You will serve as the operations and service leader who designs and defines the end-to-end Card Operations model and work extensively with internal partners and external vendor relationships and drive the design of operational tools that support integration between multiple vendors and operational processes.

You will establish the blueprint for service model components, systems requirements, business processes and procedures, vendor integration touchpoints and identify critical features and functionality for the sustainable Healthcare Card Operations department. You will be responsible for overseeing reconciliation, analysis, and reporting for all Card operations, as well as ensuring compliance with regulatory standards.

You will serve as an expert with file transmission standards and commonly used daily reports. You will be responsible for Card production oversight, inventory management and issue management in addition to client, plan, and product setup.

The Team

This role is in the Healthcare Operations organization, working with the Product team and Service and Operations group. This team will develop and expand the operations for Fidelity Healthcare Card capabilities.

The Expertise You Have

• 10+ years with a proven track record in a combination of Card Operations, Financial Operations and Program Management.
• Extensive leadership experience, strong analytical and problem-solving skills, and a deep understanding of card operations, financial regulations, and payment systems.
• Expertise in Card Operational product and processes, and technology is required. Experience in managing complex Card operations, including card issuance, transaction processing, fraud management, and dispute resolution.
• A detailed mastery of Fidelity organization, its products and services, and multi-product standard processes for operations and service is preferred.
• Core Knowledge of the HSA and Reimbursement Account products.
• Bachelor's Degree or equivalent experience required.

The Skills You Bring

• You have demonstrated expertise working with operations development, process re-engineering and documentation, critical thinking, goal setting, planning and decision making.
• Proven ability to understand core requirements, translate ideas to solutions, transition from design to process development, and deliver well tested and scaled operational tools and processes.
• You possess a strong ability to build positive relationships using your influencing skills strategically to stay aligned within Fidelity.
• Ability to dive into detailed research on vendors capabilities, understanding their platform architecture, features, integration touchpoints, and scalability.
• Experience leading, influencing, and motivating colleagues without formal authority, and have a track record of building successful teams.
• Embodiment of the Fidelity leadership principles
• Proven leadership skills and experience mentoring and developing individuals and teams.
• Effective organizational, time management, facilitation, and prioritization skills
• Ability to proactively identify challenges and initiate resolution steps to prevent a negative employee impact.
• A strong knowledge of Card Operational product and processes.
• A solid understanding of Fidelity internal systems such as: PSW, CWV, Plan Central, Salesforce and XTRAC (preferred).

The Value You Deliver

• Program Oversight: Provide consistent and quality leadership to the build the end-to-end Card operations program, acting as the operational leader for the creation of these expanded capabilities.
• Operations and Service Development: Work with multiple business leaders to synthesize current and future state needs to drive a future state of operational excellence, routinely engaging Fidelity Legal, Risk and Compliance to discuss client feedback and various solution needs. You will ensure new solutions align with industry regulations and are consistent with Fidelity policy & procedures.
• Product Enhancements and Deployment: Partner with domain leaders to identify future state based on trends, Voice of the Customer, and client facing organizations.
• Communications: Ensure that operational functions and capabilities are well understood by sales, marketing, communications, operations, and product maintenance to ensure a smooth operational change roll out strategy.
• Problem Resolution: You will act with vitality to help the team clear obstacles and resolve issues quickly. Strong understanding of vendor platform architecture, features, integration capabilities, and scalability. Familiar with their processes, workflows, and best practices. Work to identify potential bottlenecks and issues to prevent common challenges during implementation and ongoing service and renewal.

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Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.