Operations & Services Group (OSG) provides superior customer service to Fidelity's brokerage businesses through innovation, dedication and commitment to excellence. With seven operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. OSG performs tens of thousands of over-the-counter, listed equities, options, bonds, and mutual fund transactions daily.
Identify and escalate customer/firm exposure to management.
Research and resolve escalated issues.
Set direction and lead team towards achieving tactical and strategic departmental and organizational goals.
Act as liaison between various internal departments as well as Fidelity business partners and their clients.
Continuously re-evaluate workflows and procedures.
Lead and/or participate in projects designed to improve risk management, enhance the control environment, improve scale and capacity, improve workflows, and reduce cost.
Evaluate systems and recommend enhancements in order to gain operational efficiencies, cost savings, and maintain competitive servicing needs.
Ensure that staff is providing World Class Service
Analyze weekly/monthly management reports to identify trends.
Evaluate employee performance including outlining and implementing a plan to address employee development current and future development needs.
Ensure that department is operating within specified policies and procedures, including supervisory oversight.
Qualifications
Education and Experience
5 + years brokerage experience along with a working knowledge of the various products in the industry required.
College degree
Skills and Knowledge
Excellent customer service skills
Working knowledge of securities negotiability.
Excellent written and verbal communication skills.
Strong organizational and presentation skills.
Ability to work independently as well as function within a team environment.
Ability to work at various paces based on volumes and scheduling.
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