Senior Manager, Business Process Improvement

Senior Manager, Business Process Improvement

In this role, you will be an individual contributor supporting cross-functional operating model change and transformation by analyzing and driving improvements across people, process, technology, and governance. To be successful, you have prior experience planning, managing and executing business changes that improve business performance, customer experience, associate productivity and mitigate operational risk. You will regularly collaborate with business leaders at all levels and their teams to analyze and assess processes and design, develop, and deploy solutions.

This role differs from traditional IT solutions, project management, and product development roles, with a stronger emphasis on hands on process improvement & delivery

The Expertise and Skills You Bring

Successful candidates will be able to demonstrate and share specific examples of their prior experience, and how it aligns to the expertise and skills listed below:

• 5+ years' experience delivering quantifiable business performance improvement through hands-on process improvement and operational change in large organizations
• Framing ambiguous business problems clearly, identifying root causes, and structuring a path from current state to future state
• Conducting current state process mapping and observation to identify waste, friction, and improvement opportunities
• Designing and implementing future state processes using Six Sigma, Lean, and quality management methodologies
• Supporting business operations teams to generate solutions, plan, and implement changes that improve business performance
• Working independently to achieve expected business outcomes and operational excellence
• Conducting data analysis including cost benefit analysis, modeling, process mapping, and workflow observation
• Experience with digital solutions and ability to facilitate operations and technical teams to eliminate manual processes through automation
• Business writing and creating content in PowerPoint to clearly communicate problem framing, current/future state, and recommendations to leadership at all levels
• Passion for improving all aspects of our business and removing operational friction
• Structured problem-solving grounded in observation, data, and industry-standard improvement methodologies
• Ability to synthesize requirements for user experiences, business capabilities, and technology enablers
• Curiosity and investigative rigor to explore root causes through observation, data analysis, and stakeholder interviews
• Communication that is clear and concise verbally and impactful in written and visual form
• Skilled facilitation of large working sessions of cross-functional team members
• Accountability for outcomes that are often achieved through partnerships and influence of peers and leaders
• Adaptability to evolving and sometimes ambiguous business challenges
• Demonstrated experience in an operational excellence, continuous improvement, or process engineering capacity — internal COE or industry operations experience preferred
• Financial Services / Benefits Outsourcing industries experience, preferred

Performance Delivery is a center of excellence serving as an operational improvement partner to business leaders — focused on diagnosing problems, mapping processes, and deploying practical solutions within Fidelity's Workplace Investing's (WI) Sales, Service, and Operations. We deliver value across a broad portfolio of cost and revenue improvement while focusing on risk reduction, quality improvement, customer satisfaction, associate experience, and strategic enablement. Every associate has a meaningful role adding to the team's bench strength, standard practices, and career development

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.