Participant Services Squad Leader - Fidelity Health

Job Description

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As a Fidelity Health Participant Servicing Squad Leader, you blend customer servicing experience, benefits administration knowledge, leadership, and product development experience with a passion for creating value and delivering results. You are the end-to-end gatekeeper of the squad mission, strategy, and tactical execution associated with delivering on strategic priorities for our Workplace Investing Participant Services partners. Your work will improve the participant and associate experience, increase participant satisfaction, reduce handle time, reduce risk and/or improve quality. In an agile structure, you will influence FHB’s broader strategic decisions, build and maintain a roadmap, manage dependencies and risks, and bring together a team of chapter members to deliver priorities. You will ensure alignment on the “what” and “when” work is to be performed through ongoing planning and prioritization of a product backlog. You will enable squad members to work iteratively, innovate through testing and experimentation and learn from failures while celebrating success. You are committed to developing your own expertise and knowledge to ensure you bring the latest thinking to your role.

The Team

The Ongoing Associate and Plan Sponsor Servicing Product team develops capabilities that are instrumental to building a scalable, high performing service model in support of the Health & Welfare business. We support our Fidelity partners and clients by delivering self-service tools and process automation.

The Expertise and Skills You Bring

• Bachelor’s degree required; Master’s degree or equivalent experience preferred.
• Scrum Product Owner Certification (CSPO) and/or Certified Employee Benefit Specialist (CEBS) or similar designations are a plus
• Agile leadership experience and 7+ years of product delivery and management
• Experience in health care, benefits administration, benefits outsourcing services preferred
• Experience working in or with contact center, operations, or client servicing functions
• JIRA and JIRA Align experience preferred
• Ability to work in a fast paced, ever evolving and growing organization

The Competencies You Bring

• Leadership: You have shown success leading, coaching, mentoring and motivating colleagues into an impactful team while embodying Fidelity’s Leadership Principles
• Relationship Building: You have strong relationship building, interpersonal and influencing skills; are comfortable facing adversity and finding common ground to stay aligned with key business partners
• Critical Thinking: You demonstrate strategic end-to-end business thinking, identifying areas of greatest opportunity with a bias toward turning ideas into practical, actionable solutions
• Execution Oriented: You have bias toward thoughtful planning, execution and decision making; able to identify, communicate and remove impediments while mitigating risks
• Communication and Collaboration: You demonstrate excellent communication skills while fostering collaboration and building consensus
• Organizational Change: You have a proven track record of implementing, supporting and operationalizing solutions while driving adoption by business partners

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