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Senior Director of Process Improvement
3 months ago
Company Background
At Fidelity, we have been dedicated to assisting Canadian investors in achieving their financial aspirations for over 35 years. We provide a diverse array of reliable investment portfolios and services, continually striving to discover innovative methods to support our clients. As a privately held entity, we boldly pursue innovation across all sectors as we advance our business into the future.
Joining our organization means becoming part of a diverse and committed team that significantly impacts our clients and communities daily. You will have numerous opportunities to develop and enhance your career in an inclusive environment where you will feel appreciated and empowered to excel both personally and professionally.
Position Summary
This role is situated within the Finance & Corporate Services ("FCS") division of Fidelity Canada. FCS delivers various services throughout the organization, including strategic support, executive and business unit finance assistance, business analytics, financial planning and analysis, corporate sustainability, and corporate business initiatives. This operational excellence position will integrate into the Fidelity Leadership Team and report directly to the Vice-President of Corporate Sustainability & Business Initiatives.
Fidelity Canada is in search of an experienced leader to drive process and service excellence while fostering a culture of continuous improvement. This individual will oversee the establishment of a new program and team that will utilize six sigma, client-focused service design, process control, and other operational excellence methodologies to optimize operational workflows, mitigate risks, and enhance client satisfaction.
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 Executive Team's requirements.
- Stay informed about process improvement initiatives in other Fidelity entities and align elements of the Canadian program as appropriate.
- Develop and sustain a robust partnership with the Fidelity Canada Risk team to ensure that risk reduction is a fundamental aspect of our program.
- Supervise the application of advanced analysis and techniques to evaluate and enhance key business processes, aiming to minimize risk, reduce errors, maximize efficiency, and improve customer experience.
Client-Centric Design
- Collaborate closely with client-focused business units to ensure that client-centric service design is integral to all operational models.
- Cultivate strong relationships with business partners across the organization to ensure that the operational excellence program meets business needs and enhances client experience.
- Maintain expert knowledge of Fidelity's operations, clients, products, and services, continuously monitoring developments that could influence processes or client experience.
Technical Knowledge, Innovation, and Change Management
- Foster a culture of innovation within the organization, emphasizing the importance of emerging technologies and solutions to enhance processes, efficiency, and risk mitigation.
- Develop an enterprise-wide change management approach and guide the organization in implementing comprehensive organizational changes that promote operational excellence.
- Leverage available data to identify gaps in required information as part of a cohesive strategy to utilize data for informed decision-making regarding process reengineering and efficiency.
- Build and maintain relationships with key resources 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.
- Establish 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 industries.
- Proven team leadership and people management experience.
- University degree or equivalent experience.
- Familiarity with Lean/Six Sigma Black Belt/Master Black Belt or other advanced operational efficiency methodologies is advantageous.
What You Will Contribute
- A demonstrated history of success in process reengineering and continuous improvement.
- Proven ability to drive change and challenge existing norms.
- Exceptional analytical and problem-solving capabilities.
- Strong project and program management skills.
- A well-connected networker with access to key industry stakeholders.
- Confident relationship builder with the ability to influence.
- Outstanding communication, leadership, facilitation, negotiation, and influencing skills.
- Experience in attracting, developing, and retaining top talent in a client-focused organization.
Fidelity Canada is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We consider all qualified applicants for employment 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.
