Vice President - Call Center - Fidelity Investments - Denver

Job description
As the Vice President of Call Center Operations, you will be a key member of the leadership team in our regional center located in Greenwood Village, Colorado. You will lead the site in the area of customer satisfaction and experience, workforce management, process improvement, and call center operations. In this role, you have the opportunity to inspire our success in excellence regarding customer satisfaction and operational execution of incoming customer calls. Lastly, you will provide visible and proactive leadership to assess current state and define actions to achieve or exceed goals, and execution against annual plans within a call center environment.


Primary Responsibilities:
· Lead the center to achieve call center operational performance targets, build site awareness, ownership, and accountability for operational results and ensure an appropriate balance between attaining operational results with excellence in customer experience
· Guide a team of call center operations professionals to execute on national directives and partner with the site management team to drive education, accountability, and results. This includes a major initiative to support a new call center platform
· Provide support and leadership to other groups within the site such as High Net Worth and Help Desk. Working with the national leadership team and functional General Manager, lead efforts to drive ongoing performance and continuous improvements in the areas of Customer Experience and Operational Excellence
· Partner with the leadership team, product partners, and national operations and forecasting to provide appropriate input, evaluate performance, and recommend action to drive progress.
Unite nationally with peers to provide leadership in creating, executing, or evaluating numerous business initiatives which may include technology enhancements, process improvements, long-term goal planning, vendor relationships, or new product and service launches

Desired Skills and Experience
Education & Experience
· Bachelors degree.
· 10+ years experience in financial services
· 5+ years within management and leadership roles within a call center environment
· Series 7, 9 and 10 required

Skills & Knowledge
· Demonstrated ability to drive excellence in client experience and service delivery within a call center
· Operational knowledge and expertise in a call center
· Strong leadership with ability to establish a business strategy and drive execution
· Robust coaching skills to develop a high performing team
· Proven experience operating in a matrix environment
· Broad thinker with ability to drive execution, achieve results and influence effectively

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