Manager, Inbound Operations

About this role

Job Description:

The Role As the CTC Manager, OSG Operations, you will play a key leadership role in a dynamic, fast-paced environment that supports critical operations across the Fidelity enterprise. As part of Fidelity’s Inbound Operations organization, you will help lead a team responsible for delivering essential back-office services, including data extraction, document processing, and transaction support that enables every Fidelity distribution channel to serve clients effectively. The Inbound Operations team is at the center of Fidelity’s operational success, driving efficiency, innovation, and service excellence at scale. Through a combination of talented associates, processing expertise, and a commitment to continuous improvement, the team delivers high-quality, cost-effective solutions that support Fidelity’s growth and enhance client experience. In this role, you will have the opportunity to influence key business outcomes, lead meaningful changes, and make a measurable impact across the enterprise.

Note: Fidelity will not provide immigration sponsorship for this position. The Expertise And Skills You Bring • Lead and coach an Inbound team of approximately 8–16 associates, fostering a culture of accountability, collaboration, and excellence while driving strong results. • Oversee data extraction and document processing activities, maintaining high standards of quality and efficiency. • Multi-Site cross collaboration/networking focused on professional growth, innovation, career advancement, resource sharing and enhanced problem solving. • Identify and Mitigate Risks: Proactively identify potential risks within the operations processes and implement strategies to mitigate these risks, ensuring business continuity and compliance with regulatory requirements. • Drive business results and operational efficiencies through effective team management. • Identify and address potential process gaps and risks, ensuring business readiness. • Implement operational changes to enhance service delivery and customer satisfaction. • Foster a collaborative and supportive team environment, promoting continuous improvement and development. • Develop and coach team members to reach their highest potential. • Onsite leadership presence aligned to current business needs and location requirements

Experience & Skills • Minimum of 2 plus years of leadership experience, with a proven ability to lead teams, develop associates, and drive business results. Experience in an operations environment is preferred. • Bachelor’s degree (preferred) or equivalent work experience. • Proven leadership skills with the ability to lead a team to achieve strong results. • Solid business and technical understanding of operations or processing. • Strong interpersonal and collaboration skills. • Ability to implement and manage operational changes effectively. • Passion for developing talent and coaching team members.

The Team As part of the Fidelity Brokerage and Operations Technology group, the Inbound processing team is the backbone of transaction processing for the firm. We provide imaging, data entry, and document processing services for several Fidelity business units. Our knowledgeable team and comprehensive solutions focus on quality, risk mitigation, and end-to-end operational efficiency, strengthening Fidelity’s ability to deliver a superior customer experience. If you thrive on continuous improvement, customer service, and team development, the CTC Manager, OSG Operations role may be ideal for you! 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.

Certifications:

Category:

Operations 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.

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