Client Experience Team Lead

Team Lead – Fidelity Philanthropic Services (FPS) Note: Fidelity will not provide immigration sponsorship for this position The Role The Team Lead – Non-Proft Experience operates in a service team environment and will report to the Senior Manager, Non-Profit Experience. The position requires an individual with excellent customer service skills, an understanding of Non- Profit Operations and the ability to manage priorities well. Additionally, the individual will foster a team environment and maintain positive working relationships with other business partners.

Lead should possess superior communication skills to effectively communicate in situations such as escalated calls with customers, coaching/feedback to associates as well as communicating openly with colleagues, both internal and external. This role has the potential to be high-profile with exposure to senior leaders across all Service Delivery Operations within Charitable. The Skills and Expertise You Bring You are customer obsessed with strong problem-solving skills and excellent follow-through You are comfortable working under pressure to meet tight deadlines and have demonstrated attention to detail You lead multiple, sometimes conflicting priorities, balancing the needs of the client and the organization Able to flex and pivot to ad hoc requests to support leadership and the business You possess leadership qualities and mentoring and career developments skills. You have a clear and recognizable ability to lead by example You work well independently, as well as with team/internal/external business partners across Service Delivery and other BU’s You have strong and effective verbal and written communication skills You have superior organizational, planning, multi-taking, time management skills You are highly effectual in decision making and problem resolution College degree or extensive experience in the Non-Profit sector 5+ years’ experience in customer service or service operations role Preferred experience in a leadership capacity is a plus Strong knowledge of nonprofit operations highly desirable    The Value You Deliver Above average proficiency with Microsoft Excel, PowerPoint and Word required Working knowledge of Fidelity systems (FBSI, XTRAC, FDOT, CDV) preferred Proficient and/or familiar with Fidelity telephony products (Genesys, NICE) Must be able to meet overtime commitments – flexible schedule Conduct call review and coaching sessions for associates via 1:1 meetings Assist leaders with daily, weekly, monthly reporting and data analysis Coordinate and lead training for new and existing associates – effective facilitation and presentation skills are a plus Assist managers with forecasting, coverage needs and call routing Assist with recognition and rewards for individuals and team Act as first point of contact for escalations and assist with NPO calls as needed Assist with process improvement efforts, including identifying opportunities to increase efficiency and mitigate risk to the organization The Team Fidelity Philanthropic Services (FPS) ( www.fidelitycharitable.org ) The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program, and also has a pooled income fund. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.  Fidelity Investments provides all of the charitable organization’s employees and supports all of its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising. Fidelity’s Onsite Working Model Fidelity is transitioning to a full-time onsite