Business Analysis & Project Management
Manager, Project Management
- Merrimack, NH
- Westlake, TX
Salary depends on a variety of factors including location and experience. Your recruiter will discuss with you.
Salary: listed in the job description
or discussed with your recruiter
Job Description:
The Role
Product Support: Health and Welfare (H&W) Product Support and Deployment serves as a primary point of contact supporting the H&W Practice and Product Support team. This role focuses on the H&W benefits administration product offering owning deployment, education, documentation, and communication for product capabilities developed by the development squads. The individual will work along-side H&W Accounts squads to document new features, educate client facing and support associates about client fit/features, and preferred setup of the offering. This associate will also help develop reporting to monitor the health of the product and provide analysis and feedback to the Product roadmap and the development teams/squads to strive to continuously improve our offerings.
The Team
This team is the face of H&W to Fidelity associates, promoting education and the range of product capabilities and practices that we support. We rollout and support new product features and capabilities to ensure appropriate client adoption, field questions from Sales, Client Services, and Operations teams, and measure the health of our product offering to improve the customer and associate experience.
The Expertise and Skills You Have
- H&W experience – familiarity with outsourced benefits administration for health-related coverages (e.g., medical, dental, vision) and welfare-related plans (e.g., life, disability), as well as account-based plans (e.g., HSA, FSA), including the allowable changes to benefit elections based on status changes and other qualifying life events.
- Insurance industry – familiarity with H&W insurance carriers and their data requirements from benefits administrators, as well as general knowledge of ERISA, HIPAA and the regulatory environment
- Customer focus – approaches all assignments from the customer’s perspective; our external customers are Plan Sponsors, benefits-eligible Participants (employees) and their eligible dependents. Out internal customers are representatives from Sales, Relationship Management, Client Services, and Operations.
- CEBS, FLMI, HIAA or similar benefits administration certification is highly desirable.
The Skills You Bring
- Requires a solid understanding of H&W benefits, the supporting ecosystem, and the regulatory environment.
- An appreciation for the strategic direction of both clients and customers, how the capabilities of the Fidelity H&W offering work, and a general sense of how competitors position their offering against ours.
- Must be customer-focused and service-oriented in a very rapid pace environment.
- Must be able to successfully navigate an ambiguous environment and manage your time effectively with multiple significant priorities.
- Exhibit excellent people skills, influence, and tact across multiple and diverse business groups.
- Be open to coaching and accept feedback in all aspects of the role and execution.
- Must have a mindset that “owns the outcome” by working collaboratively with all customers and stakeholders to ensure an excellent end-to-end outcome.
- Exhibit excellent communications, analytic and problem-solving skills keeping the customer at the front of your analysis and solution development.
- Deep knowledge of client fit and the “why” behind our product capabilities to help client-facing teams understand how to position our offering or key features with clients and to help clients understand how our offering can help seek their business needs.
- Experience handling production issues or service recovery situations to ensure timely communication and resolution.
- Experience in client-facing situations as we could potentially get involved in service issues or feature adoption discussions with certain strategic or “at risk” clients.
The Value You Deliver
- Serving as the primary point of support and subject matter authoritative for internal associates on our H&W offering by providing day-to-day product support, answering product questions, and maintaining product support resources and deploying new features.
- Communicating product standards to the organization and executing dynamic management processes to ensure solutions are sold to and accepted by clients in a way that can be effectively supported by the client service teams.
- Influencing and providing product expertise for communications and training materials to support products throughout their lifecycles.
- Coordinating data collection and analysis of H&W product effectiveness
- Measuring and monitoring current H&W product capabilities and assessing trends to provide feedback to the Product roadmap and development process
- Driving product feedback discussions/recommendations from clients and internal associates
- Developing and implementing improvements to address process gaps.
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 dedication to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences.
- For information about working at Fidelity, visit FidelityCareers.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Fidelity Investments is an equal opportunity employer. Job: Client/Customer Service Education Level: Bachelor's Degree or equivalent experience (±10 years) Job Level: Manager Job Type: Standard Organization: Health and Benefit Accounts Overtime Status: Exempt Primary Location: US-NH-Merrimack Other Locations: US-KY-Covington, US-RI-Smithfield, US-NC-Raleigh Schedule: Full-time : Travel: Some travel (0-25%) Salary Grade: 5 TA Contact: Brenda Wittrock Hiring Manager: Wright, Anna
Fidelity’s working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.
Join Us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.
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.
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This is my Fidelity
Benefits that adapt to everything life sends your way
401(k) with company match
Medical, dental, vision and prescription drug coverage
16-week maternity leave & 12-week parental leave
Student loan assistance
Fidelity is invested in you
Committed to Professional Development
At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.
We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.
Continuing Education & Training
- Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
- Video-based training for technology, leadership, management & more.
- Ongoing skills development and coaching opportunities.
- Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
- A range of talent development programs to support career mobility.
Mentoring
- Utilize the skills of experienced leaders to enrich your career.
- Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
- An open atmosphere of knowledge sharing and collaboration.
- Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.
Our Commitment to Diversity and Inclusion
"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments
At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.
Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.
These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.
- Over 22K employees participate in an affinity group.
- Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
- 74% increase in affinity group memberships over the last three years.
Giving Back to Our Communities
Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.
Fidelity Cares
- Provides associates with opportunities to actively volunteer and share their talents.
- Hosts numerous company-wide volunteer events (in-person and virtual).
- Partners with nonprofit organizations to support our local communities.
- More than 12,000 associates donate time annually – from interns to SVPs.
- Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.
Fidelity Charitable®
- Created to make it easy for people to support charitable organizations they care about.
- Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
- Supported more than 300,000 unique charities around the world.
- Since its inception, more than $42 billion has been given to public charities.
