RA Director

Job Description:

The Role

Fidelity Workplace Investing is seeking a professional individual with a strong interest in supporting Fidelity Health! You will be a leader in the Reimbursement Account Services organization, a dynamic team, supporting a fast-growing product. You will be dedicated to supporting a team of Reimbursement Account Managers who have responsibility for serving as the primary point of contact for clients regarding their reimbursement account offerings.  The role focuses on leading your team in providing exceptional quality service which drives customer satisfaction and client retention.  By maintaining and cultivating relationships with service teams supporting your mutual client, you will develop a trusted business partnership with a commitment to forward progress.

The Expertise You Have

• 7+ years within a professional, fast paced, corporate environment role
• Bachelor’s Degree or equivalent experience required.
• Experience within Fidelity Health and/or healthcare and wellness benefits preferred
• 5-7 years leading service teams for large corporate clients in a complex, matrix environment
• Demonstrated experience collaborating with cross-functional teams
• Strong personal track record of building relationships
• Exhibited big picture understanding of the business, its interrelationships, and priorities.
• You have a proven record in leading teams to exhibit exceptional account management skills including establishing relationships with corporate clients to ensure their satisfaction and retention.  
• You possess an expert level understanding of health and benefit accounts, operational routines, and client needs and perspectives.
• You promote a continuous improvement mentality and encourage associates to exhibit a customer obsessed culture.
• You build and maintain highly effective relationships with key business partners.
• You set and implement standards and ensure your team members deliver with quality and consistency. 
• You have a desire to coach, mentor and develop associates.
• You have a commitment to monitoring associate performance to ensure targets are met and/or exceeded; taking corrective action and implementing plans as needed.
• You exhibit leadership skills by consistently demonstrating the ability to get things done; championing initiatives which create service enhancements or process improvements; and lead associates in identifying issue(s), solution(s) and implementing the best solution in a timely manner.

The Value You Deliver

• Result-Orientation: Strong work ethic; ability to manage competing priorities in a fast-faced environment. Consistently demonstrate a bias for action and results.
• Sound Judgment: Ability to process complexity and detail in a fast-paced / dynamic environment and independently arrive at appropriate decisions that balance our responsibilities to Fidelity, our clients, and our associates.
• Mobilize Others: You engage key business partners and cross-functional teams to drive solutions for clients which ensure quality, accuracy, reduce risk and enhance the client experience.    
• Communicate Clearly: You get results by effectively communicating to internal and external business partners, managing the successful execution of an agreed upon strategy.
• Proactively Connect: You identify and communicate critical, time-sensitive information to senior management, Fidelity business partners, and vendors, and provides data and recommendations to influence policy, procedure, and solution decisions

The Team

You will be part of the Healthcare Operations Team serving as a key leader for the Fidelity Reimbursement Servicing team.  You will lead the Reimbursement Account Managers on your team to provide the clients in your Book of Business with the highest quality service possible.  You will provide voice of the customer feedback to the Health & Benefits domain to drive incremental improvements for the Reimbursement Account offering. 

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at accommodations@fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request accommodation.

The above job description does not include all job responsibilities. This position may be required to perform related duties other than those specifically presented in this description.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

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