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: