Senior Director of Process Improvement

4 weeks ago

Old Toronto, Ontario, Canada Fidelity Investments Full time
Job Overview

Company Background

At Fidelity, we have been dedicated to empowering Canadian investors to achieve their financial goals for over 35 years. We provide a comprehensive range of trusted investment solutions and services, consistently striving to innovate and enhance our offerings for clients. As a privately held organization, we embrace creativity and forward-thinking in all aspects of our operations as we expand our business into the future.

Joining Fidelity means becoming part of a diverse and committed team that makes a significant impact on our clients and communities daily. We offer numerous opportunities for professional growth in an inclusive environment where you will feel appreciated and supported to excel both personally and professionally.

The Role

This position is situated within the Finance & Corporate Services ("FCS") division of Fidelity Canada. FCS delivers a variety of services across the organization, including strategic support, executive finance assistance, business analytics, financial planning and analysis, corporate sustainability, and business initiatives. This operational excellence role will be part of the Fidelity Leadership Team and will report directly to the Vice-President of Corporate Sustainability & Business Initiatives.

Fidelity Canada is in search of an experienced leader who excels in driving process and service excellence while fostering a culture of continuous improvement. This individual will be responsible for developing a new program and team that utilizes six sigma methodologies, client-centric service design, process control, and other operational excellence techniques to enhance operational processes, mitigate risks, and improve client experiences.

Key Responsibilities

Operational Excellence Strategy & Management

- Lead the creation and ongoing management of a comprehensive operational excellence program for Fidelity Canada.
- Collaborate with senior leadership to set objectives that meet the needs of the Executive Team.
- Stay informed about process improvement initiatives at other Fidelity entities and align Canadian programs where suitable.
- Build and maintain a strong partnership with the Fidelity Canada Risk team to ensure risk reduction is a core focus of our program.
- Supervise the application of advanced analytical techniques to monitor and evaluate key business processes, aiming to reduce risks, minimize errors, maximize efficiency, and enhance customer satisfaction.

Client-Centric Design

- Work closely with client-focused business units to ensure that client-centric service design is integral to all operational frameworks.
- Cultivate strong relationships with business partners across the organization to ensure the operational excellence program meets business needs and enhances client experiences.
- Maintain expert knowledge of Fidelity's businesses, customers, products, and services, while continuously monitoring developments that could impact processes or client experiences.

Technical Knowledge, Innovation, and Change Management

- Foster a culture of innovation within the organization by consistently communicating emerging technologies and solutions to enhance processes, efficiency, and risk mitigation.
- Develop an enterprise-wide change management approach and lead the organization in implementing comprehensive changes that promote operational excellence.
- Leverage available data to identify gaps in required information and formulate strategies to utilize data for informed decision-making on process reengineering and efficiency improvements.
- Build and maintain relationships with key stakeholders in Business Analytics, Information Systems, and Operational teams.

Leadership and Staff Development

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

Qualifications

- 8-10 years of experience in operational excellence or process improvement within Financial Services or related sectors.
- Proven experience in team leadership and people management.
- A university degree or equivalent experience.
- Certification in Lean/Six Sigma Black Belt/Master Black Belt or other advanced operational efficiency methodologies is advantageous.

What You Will Contribute

- A strong history of process reengineering and continuous improvement.
- Demonstrated capability to drive change and challenge existing norms.
- Excellent analytical and problem-solving abilities.
- Outstanding project and program management skills.
- A robust network with access to key industry stakeholders.
- Strong relationship-building skills with the ability to influence others.
- Exceptional communication, leadership, facilitation, negotiation, and influencing skills.
- Experience in attracting, developing, and retaining top talent in a customer-focused organization.

Fidelity Canada is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans' status, Aboriginal/Native American status, or any other legally protected ground.

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