Director of Operations

Director, Operations

Note: Fidelity will not provide immigration sponsorship for this position.

Have you ever considered a career that allows you to share your expertise in financial services with a passion for philanthropy? National Charitable Services performs philanthropic services to the largest donor advised fund in the world, Fidelity Charitable. Service Delivery & Operations supports money movement, client interactions as well as various oversight functions that enables our donors, advisors and non profit organizations accomplish their goals.

The Role

As part of operations, our job is to ensure that all the grants, contributions and money movement transactions are accounted for and accurately recorded. A lot of the daily work is managed through tools of Fidelity Investments, but our business model is unique! Every day we have thousands of interactions with our donors/advisors and non profit organizations. Recently, a new party has entered the environment…fraudsters! Operations is suited for those that enjoy having a regular, daily routine – but fair warning – it does get strained during our end of year busiest time – giving season.

An Operations Director is responsible for key money movement functions (Money Out (Grants), Money In (Contributions) or NPO Enrollment) in Texas or Salt Lake City, leading multiple teams/functions. This role is key to our success in Service Delivery Operations, ensuring our controls are executed flawlessly each day. This role will hire, coach and mentor the managers on the team, expanding their influence and preparing them for a future across Fidelity. Your success is measured through various critical metrics, including client satisfaction, risk avoidance, improving operational scale and overall leadership of the team. Requires a desire and ability to participate in and lead cross-functional initiatives which have significant business impact.

The Expertise and Skills You Bring

• Bachelor's degree required with at least 12 years of relevant work experience or Masters with 10+ years of experience.
• Preferred experience or demonstrated proficiency in the areas of Risk Management, Fraud, Compliance, and Operations.
• Knowledge of the financial services and/or non-profit industry, specifically as it relates to operations
• 5+ years of demonstrated ability to lead, manage, and mentor a team in a dynamic environment
• Effective verbal/written communication skills to influence, build consensus and integrate complex information
• Able to deliver presentations and represent management at least two levels and beyond
• Make decisions based on long-term view of trends, issues and business implications
• Track record of coaching, managing, developing, and leading others, building associate engagement to deliver outstanding business results.
• Ability to own/improve business partner relationships and engage with vendors in a professional manner
• Ability to be a self-starter with a high degree of ownership and accountability for results, and ability to take initiative, learn quickly and think independently
• Flexibility and adaptability will enable you to react constructively and with a positive demeanor to multiple and shifting priorities, unexpected events, and seasonal demands
• Lead quality and timely work to meet the needs of a wide range of donors, advisors and non profit organizations; ensure efficient distribution of work to meet processing, special handling, and issue resolution standards; create and sustain a team focus on quality and continual process improvement; serve as initial point of escalation for service issues
• Continually evaluate work distribution and performance. Design and generate reports to measure and communicate the teams' progress against KPIs/metrics, and handle workflow and productivity

The Team

We have several operations teams with Service Delivery. Each team focuses on a different part of the operations, such as money in, money out and money movement. The Operations teams have 8-10 associates apiece and 2-3 new associates each year. They work every day with donors/advisors and non profit organizations across the country and in some instances across the globe. Each team is a different entry point into the world of philanthropy. These teams are complementary working together to resolve complex operations problems.

Each main operations capability (Money In, Money Out, Money Movement) has a Director who is expected to be a complete owner of the functionality. Manage a budget, build a resilient staff, meet operational metrics and set the strategic and tactical roadmap for the capability. They demonstrate professional deportment and hold the respect of the team for their knowledge, personal integrity, passion and work ethic.

Fidelity's Onsite Working Model Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.