Job Description:

The Role

The Workleader ensures customer satisfaction, associate engagement, and operational efficiency by demonstrating technical expertise, flexibility, and support to a team of phone/processing representatives in the Client Services organization. The role also requires collaboration and partnership with other Fidelity organizations.

• Review and approval of large dollar price protection and knowledge of money movement requirements, auto pre-book files, and trade cutoff times.
• Daily trade dilution authorization, fund thresholds, and the overall client billing process. FPCMS, TAAC and PCS partnership regarding oversight process flows, billing and approvals.
• Examination of Large Dollar wire trade calls throughout wire intervals to ensure trade verification was processed correctly to avoid exposure and unfunded wire scenarios.
• Support business needs through workleader escalations
• Act as point of contact for escalated risk decisions and organizational support
• Partner with CPG/scheduling to supervise the day-to-day workflow and processing to meet department cycle time, quality, and productivity standards
• Assist with weekly Manager oversight responsibilities
• Assist with phones and/or processing volumes as need dictates
• Facilitate team meetings; communicate business policy and procedure updates
• Maintain required levels of processing knowledge, including NIGO, QC and Correspondence
• Assist management in the coaching, training, and development of the team members by sharing knowledge and experiences; challenge and engage associates; embraces change
• Gather data and analyze trends to identify and implement process improvements
• Assist in managing a training plan for the team based on knowledge gaps and business needs
• Partner across the organization and other Fidelity business partners
• Recognize potential risks to the company when making business decisions, balancing client need, policy parameters, and regulatory requirements

The Expertise You Bring

• Possesses a strong record in quality performance, attendance, positive attitude, and dependability
• Demonstrates leadership skills and make decisions in the best interest of the business
• Understands Fidelity Advisor products, policies, and procedures; has advanced business knowledge of the Client Services organization
• Superior communication, prioritization, and organizational skills
• Exceptional multi-tasking and time-management
• Versatility and the ability to work independently when necessary
• Exhibits self-motivation and ability to be a team player
• Confident decision-making skills
• Strong coaching/mentoring skills
• Demonstrates ownership and follows through to timely completion
• Solid ability to manage and educate different personalities/learning styles
• Keen awareness of the importance of building strong relationships with business partners
• Embraces training and personal development
• Is genuinely engaged and focused on high quality execution
• Superior research and problem-solving skills
• Understanding of the Home Office and NSCC functions a plus

The Team

The Home Office Support Team supports broker dealer, banks and bank trust firms, insurance companies, third-party administrator back offices as well as correspondent clearing and self-clearing broker dealer firms through a proactive service approach.

Please see below for the salary range for work locations in Colorado only:

Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:

Please see below for the salary range for work locations in California only:

Please see below for the salary range for work locations in Washington only:

Certifications:

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.

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 Best Place to Work in 2023. 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.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

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, or by calling 800-835-5099, prompt 2, option 3.