Operational Excellence Director

1 week ago

Toronto, Ontario, Canada Fidelity Investments Full time

About Fidelity Investments

Fidelity Investments is a leading financial services company that has been helping Canadian investors build better financial futures for over 35 years. We offer a range of trusted investment portfolios and services, and we're constantly seeking to find new and better ways to help our clients.

Our Company Culture

We're a diverse and dedicated group of people who make a real difference for our clients and communities every day. We offer a wide range of opportunities to grow and develop your career in an inclusive environment where you'll feel valued and supported to be your best - both personally and professionally.

The Opportunity

This role resides within the Finance & Corporate Services department of Fidelity Canada. FCS provides various services across the organization, including strategy support, executive and business unit finance support, business analytics, financial planning and analysis, corporate sustainability and corporate business initiatives.

Operational Excellence Position

We're seeking a seasoned leader in driving process and service excellence and a culture of continuous improvement. This leader will oversee the development of a new program and team that will leverage six sigma, client-centric service design, process control, and other process excellence techniques to optimize operational processes, reduce risk, and enhance client experience.

Key Responsibilities

  • Take a leading role in the development and ongoing management of an enterprise-wide operational excellence program for Fidelity Canada.
  • Work with senior leadership to establish goals that satisfy the needs of the Executive Team.
  • Maintain awareness of process improvement programs and initiatives in place at other Fidelity companies and align elements of Canadian program where appropriate.
  • Develop and maintain a strong alliance with the Fidelity Canada Risk team to ensure a strong focus on risk reduction is an integral aspect of our program.
  • Oversee the application of advanced analysis and techniques to monitor and assess key business processes to reduce risk, minimize error, maximize efficiency, and enhance customer experience.

Client-Centric Design

  • Work closely with client-focused business units to ensure client-centric service design is central to all operational models.
  • Develop strong relationships with business partners across the organization to ensure operational excellence program is responsive to business needs and enhances client experience.
  • Maintain expert knowledge of Fidelity's businesses, customers, products and services. Continuously monitors for developments both internal and external that could impact processes or client experience.

Technical Knowledge, Innovation, and Change Management

  • Instil a mindset of innovation to the organization providing constant focus and communication of emerging technologies and solutions to improve processes, efficiency, and mitigate risk.
  • Develop an enterprise-wide change management mindset and lead the organization in the delivery of end-to-end organizational change that will cultivate operational excellence.
  • Harness the available data around the firm and identify gaps where required data does not exist as part of cohesive strategy to use data to drive decision making on process reengineering and efficiency.
  • Develop and maintain relationships with key resources in Business Analytics, Information Systems, and Operational teams.

Lead and Develop Staff

  • Create a culture of operational excellence, innovation, and forward thinking within the team.
  • Provide leadership that helps improve efficiency, effectiveness, professionalism and staff engagement.
  • Set goals and effectively communicate priorities through regular feedback.

Requirements

  • 8-10 years of operational excellence/process improvement experience within Financial Services or relevant industries.
  • Demonstrated team leadership & people management experience.
  • University degree or equivalent experience.
  • Experience in Lean/Six Sigma Black Belt/Master Black Belt or other advanced operational efficiency disciplines is an asset.

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