Job Description:

The Senior Vice President & General Manager for our Westlake, TX Participant Services Contact Center, reports to the Head of Participant Services within Workplace Investing and is responsible for providing business leadership to over 1,000 Participant Services Associates.

The Expertise and Skills You Bring

Momentous experience leading large operating groupsTen or more years business or related industry experienceEvidence of managing business processes including policy, cost, and operational disciplinesLicensing Requirements: SIE, Series 7, 9/10 and 63You have the ability and passion for connecting with everyone in the organization and are someone who values and builds relationships. You can communicate effectively with all- from the newest associate to the most senior executives.You have a passion for delivering an exceptional experience for our Participants and you gather and listen to Participant feedback to drive insights that inform improvement opportunities.You can innovate but also execute the deliverables necessary to make that vision a reality.You possess the requisite balance of interpersonal skills and analytical abilities.You can balance the needs of three key constituencies: Our Customers (participants and clients), Our Associates, and Fidelity’s larger organizational objectives.You are responsible for coaching, leading and managing the team towards the accomplishment of established goals and objectives.You can effectively challenge the status quo by incorporating diverse perspectives and view into how you think about a given situation.You know the value of operating in a larger system but are also comfortable operating autonomously.You exhibit a powerful sense of accountability and “own” your results, striving for continuous improvement, but appropriately celebrating successes along the way.You lead strategic initiatives that have an impact across the national Participant Services team.

The Team

The Westlake Participant Services team assists participants from across our Workplace Investing and Healthcare businesses. The team manages over 3 million customer interactions per year. Participant Services is not only a Fidelity Brand Ambassador to our participants but is charged with representing that Voice of the Participant to our Fidelity Colleagues. Participant Services is a talent engine for the firm, with many of our associates obtaining roles elsewhere in Fidelity. You have an obligation to help develop our associates, so they are prepared to grow into new roles across Fidelity while also ensuring the organization achieves its goals and fulfills commitments to Fidelity, our customers, and our Associates.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com.

Fidelity Investments is an equal opportunity employer.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at accommodations@fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request an accommodation.

Certifications:Series 07 - FINRA, Series 09 - FINRA, Series 10 - FINRA, Series 63 - FINRA

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.