Job Description:

Note: Fidelity will not provide immigration sponsorship for this position

The Role

The Manager, Defined Benefit Operations leads a team of 10–15 Defined Benefit Specialists and is accountable for the quality, accuracy, and productivity of the team’s work. This leader plays a key role in WI Client & Participant Services, fostering a high‑performance culture and ensuring exceptional client satisfaction. You will manage daily operations for a complex Defined Benefits team (Calculations and/or Employee Resolution), providing strong oversight, process discipline, and partnership with offshore support. Major responsibilities include:

• Communicate organizational goals, values, and expectations clearly across the team.

• Coach, mentor, and develop team members to support performance, growth, and career development.

• Monitor team metrics, addressing performance gaps and driving continuous improvement.

• Improve operational processes to increase efficiency and reduce cost per participant.

• Manage operational risk by exercising sound judgment and ensuring adherence to legal and compliance requirements.

• Oversee capacity planning, resource allocation, budgeting, and succession planning to ensure operational stability.

• Collaborate across Defined Benefits business partners to pursue cohesive business goals.

• Drive a customer‑focused culture and support quality initiatives.

• Anticipate and lead organizational and operational change using data and business insight.

The Expertise and Skills You Bring

• BS/BA preferred; MBA a plus

• 5+ years of benefits outsourcing plan administration experience

• Proven leadership record with strong communication skills

• Strong operations background, especially in process management and improvement

• Experience in financial services and/or DB outsourcing, ideally with Fortune 1000 clients

• Strong analytical and problem‑solving skills, including root‑cause analysis

• Demonstrated initiative in solving operational challenges and implementing improvements

• Ability to lead teams through change and work cross‑functionally

• Knowledge of transaction processing systems and participant databases

• Proficiency in Microsoft Office

The Team

The Manager, Defined Benefit Operations builds strong, influential partnerships across internal teams to ensure high client satisfaction. Core responsibilities include:

• Hiring, developing, motivating, and directing staff

• Ensuring documentation of standard methodologies and compliance adherence

• Maintaining tools and workflows to meet SLAs and support client needs

• Monitoring productivity, quality, and volume‑related risk

• Implementing process improvements to enhance quality and efficiency

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

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.