Key skills
Leadership
About this role
Role Overview
- Lead Fidelity servicing operations across assigned teams, functions, or regions
- Deliver consistent service levels, quality outcomes, and partner-aligned client experience
- Manage workforce planning, staffing
- Support relationship-based servicing models, ensuring high-touch support for complex business client needs
- Own customer satisfaction, issue resolution, and service recovery across business banking interactions
- Balance specialized client needs with operational efficiency and scalability
- Monitor and analyze performance across service, quality, productivity, and risk metrics
- Communicate performance insights and recommendations to senior leadership
Requirements
- At least 5 years of progressive experience in business banking, commercial servicing, or contact center operations.
- Demonstrated leadership experience managing teams in operations or servicing environments
- Strong understanding of business banking products, client needs, and servicing processes
- Experience managing performance, operational metrics, and process improvement
- Knowledge of risk, regulatory, and compliance requirements
- Demonstrated success leading complex or multi-layer operations with accountability for performance, people leadership, and execution of change
- Proven ability to influence across functions and communicate effectively with senior leaders, partners, and key stakeholders.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law