Description

Job Description:

The Role

Manage the innovative operations area supporting Workplace Investing, which includes Defined Benefit (DB) Operations, Beneficiary Qualifications, QDRO (Qualified Domestic Relations Orders) Processing, and the processing of complex legal documents such as Powers of Attorney, Subpoenas, Bankruptcies, Guardianship Orders, Tax Levies, Restraining Orders, and Garnishments. The role is responsible for supervising U.S.-based teams and dotted-line colleagues in India, while partnering across functions to deliver excellent service to clients and participants.

This leader is accountable for continuous process improvement, operational excellence, and strong risk controls, ensuring all regulatory and legal responses are handled accurately, appropriately, and within required timeframes.

Note: Fidelity is not providing immigration sponsorship for this position.

The Team

This role sits within Workplace Investing Qualification Services, a coordinated Operations organization that provides specialized processing on behalf of plan sponsors across Defined Benefit, Defined Contribution, Tax-Exempt Markets, and Health & Welfare clients. The team is responsible for delivering consistent, high-quality service while navigating complex regulatory, legal, and operational requirements.

You are accountable for leading teams that manage sensitive, high-risk requests and ensuring strong collaboration across internal partners. The Qualification Services Organization plays a critical role in protecting the firm, supporting plan sponsors, and delivering reliable outcomes for clients and participants in a dynamic, multi-product environment.

Key Responsibilities

• Own end-to-end service delivery for DB Operations, Beneficiary Qualifications, QDRO Processing, and other specialized legal documents, meeting client SLAs and operational benchmarks.
• Serve as the primary operational point of contact for designated clients; anticipate and resolve issues using trends, data, and business drivers.
• Lead recruiting, onboarding, mentoring, and performance management for 10-15 U.S.-based associates plus India partner teams.
• Drive risk mitigation, audit readiness, and compliance alignment; identify and remediate procedural gaps.
• Translate strategy into clear goals and measurable outcomes; prioritize the most important initiatives and manage group-level budget.
• Drive improvements in process efficiency, automation, and quality throughout DB, DC, TEM & HW offerings.
• Coordinate Customer Research & Resolution and transaction processing; ensure timely, accurate outcomes for clients and participants.
• Plan and complete capacity, prioritization, succession, and contingency planning for peak volumes and special projects.
• Represent Qualification Services in cross-business planning forums; strengthen cross-functional relationships to deliver cohesive solutions.
• Present operational outcomes to clients and internal leaders; convey urgency and sensitivity during complex life events and legal proceedings.

The Expertise You Have

• Bachelor's degree required; MBA or equivalent experience preferred.
• 8-10+ years in benefits/retirement administration or operations management (DB, DC, TEM, HW), ideally supporting large enterprise clients.
• Understanding of legal and regulatory matters related to benefits administration, beneficiary determinations, QDRO processing, Powers of Attorney, Subpoenas, Guardianship Orders and other legal orders.
• Demonstrated people management and multi-site leadership experience.

The Skills You Bring

• Proven leadership: mentor, motivate, and cultivate high-performing teams in a dynamic environment.
• Operations management: manage multiple products/processes, important metrics, and budgets to achieve customer happiness and performance targets.
• Strategy & implementation: transform strategy into clear goals and action plans; prioritize and allocate resources effectively.
• Problem resolution & risk management: proactively identify issues and implement timely solutions; maintain audit readiness.
• Quality/process improvement: use Lean/Six Sigma or comparable approaches to foster continuous advancement and steady service delivery.
• Communication & relationship-building: excellent written and verbal abilities; confident presenting to clients and senior leaders.
• Analytical & forward-looking approach: use data analytics/visualization to guide decisions and improvements.

Certifications:

Category:

Operations, Transaction Processing
Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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.

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