Job Description:
Contributions - Team Lead
The Role
Would you like to join the Contributions Team as a Team Lead within Operations at Fidelity Charitable? Please apply and bring your passion to the interview process! Looking for applicants who have strong leadership skills and can thrive in a fast pace and constantly changing environment.The Team Lead is an early management role, the most senior of our individual contributor roles and the day-to-day leader in accomplishing all daily tasks. To succeed, a combination of leadership and operational expertise in charitable processes will be necessary. In return, the Team Lead will be included in management level decision making including hiring, planning, strategy, and process/technology improvement. Involvement in these decisions will prepare for the transition to direct people management in a future role.
The Expertise and Skills You Bring
Bachelor’s degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) required.
Demonstrated ability to lead and mentor associates in a dynamically changing environment.
Superior organizational, planning and time management skills.
Strong and effective verbal and written communication skills.
Proven experience identifying and mitigating areas of risk.
Problem solving is key. Demonstrate critical thinking skills and an ability to help others dig deep.
Strong business acumen and analytical skills.
Solid technical aptitude, including a proficiency in all Office products. (Microsoft Excel, Word, PowerPoint)
Ability to work under pressure and to tight deadlines.
Must have experience in advancing quality and a passion for maintaining high standards.
Must be able to meet overtime commitments.
Your flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.
Your analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.
Your strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.
Your attention to detail and inquisitive nature will be key in helping you problem solve.
Your demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.
Strong attention to detail
Strong focus on the donor and non-profit
Manage the Team’s daily work deliverables.
Develop an effective team by acting as liaison between associates and manager and implementing initiatives to improve team success.
Assist the Manager with the timely completion of team and departmental projects.
Assist in ensuring all associates are trained on any changes in policy and procedure.
Collaborate with Technology/Business Analysts to identify and implement system efficiencies.
Monitor aged work items/queues and follow up to ensure timely transaction processing.
Handle escalated donor, NPO or advisor issues with timely follow up.
Create and maintain daily and monthly reporting.
Assist in developing resource requirements, planning and hiring in preparation for Giving Season.
Develop and maintain strong and effective business relationships with senior level internal and external business partners.
Coach associates to achieve department goals.
Potentially manage temporary contractors.
The Team
We timely and accurately process donor contributions with a high degree of service and professionalism. The team utilizes established policies and procedures to process contributions such as cash via wire, checks, stocks, bonds, and mutual funds.
Certifications:
Category:
Client ServiceFidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.
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.