Vice President, Technology Management

Job Description:

Group Chapter Leader

As the Group Chapter Leader, you will blend your engineering expertise with a passion for coaching, mentoring, and developing managers and associates, you are deeply committed to contributing value to our customers, in an agile structure, you will partner with other Fidelity leaders to establish the standards for your area and influence the strategic decisions, solution development, and work priorities, based on your expertise and experience, you will lead a group of Chapter Leaders directly managing chapter members working on cross-functional squads within one or more product areas (s) and/or domains. You actively bring new ideas, approaches, and insights to improve the work and develop new skills and capabilities in your area, enabling associate growth while adding greater value. You are committed to developing your expertise and knowledge to bring the latest thinking to your role and empower others with that knowledge. You will represent our domain and provide overall site leadership in both our Galway and Dublin locations.

You will partner with other Chapter and Chapter Area Leaders, Product Areas Leaders, and Business Partners aligned to the Domain and Product Areas you support.

Stakeholder Management

• Provide insight on and inform squad objectives and key metrics while defining and aligning Chapter Area strategy and goals with Squad, Product Area, and Domain objectives and roadmap.
• Influence strategic decisions and priorities related to your domain of expertise and remove impediments to delivering value.
• Translate strategic changes and enterprise initiatives into insights and impacts to our customers and the related product roadmaps.
• Reinforce consistency in and application of standards across chapters, squads, and similar enterprise groups, ensuring the work performed is aligned with established roadmaps.

Technical Expertise

• Establish and drive technical standards and enable engineering experience in primarily a vendor based solution for contact center technology by developing best practices across squads and Product Areas.
• Maintain knowledge & expertise on internal & external market & industry trends & changes
• Seek out and actively share insights, knowledge, industry practices, and developments within your area of expertise across the organization.
• Working with Chapter and Product Area Leaders to develop technology roadmaps to drive consistency in the contact center platform.

People Management

• Ensure chapter area talent composition aligns with strategic priorities, including workforce plan to attract, hire, build, and retain skills and talent to deliver value and results for the customer and the business.
• Lead, mentor, and develop Chapter Leaders and their teams to deliver increased value to product areas and squads they support.
• Create an environment that champions inclusivity, sustainable pace, psychological safety, transparency, open and honest feedback.

The Expertise and Skills You Bring

• 15+ years of experience in leadership roles managing diverse globally distributed teams.
• Developing and aligning strategy to the product roadmap.
• Influencing strategic decisions at various levels.
• Developing and delivering on a workforce plan to attract, hire, build and retain skills.
• Identifying and acquiring top talent.
• Developing and delivering on resource planning and talent allocation.
• Leading, coaching, mentoring, and developing both managers and associates.
• Strong interpersonal, communication, and collaboration skills; able to engage and influence across Chapters, Squads, and the Domain leadership.
• Agile leadership experience with a focus on continuous improvement.
• Leading through a data-focused approach to decision-making and performance evaluation.
• Knowledge of contact center platform inclusive of routing, IVR and voice biometrics preferred.

The Team

Come and join our team that provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile organization that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than a complete obsession with the experiences of our customers and associates. We pride ourselves on being an organization that has a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis. 

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Category:Information Technology