Team Lead, NPO Outreach Operations

Job Description:

NPO Outreach Operations

The Team

The NPO Outreach Team works with nonprofits to ensure they quickly and securely receive grants through electronic funds transfers. The team works directly with nonprofits to help them enroll in the program and collaborates with other service delivery organizations to communicate with and support nonprofits. Our work is critical to moving the organization and our grantmaking to digital payment methods.

Note: Fidelity is not providing immigration sponsorship for this position

The Expertise We’re Looking For

• Bachelor’s degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) or equivalent work experience

• Demonstrated ability to lead and mentor associates in a dynamically changing environment

• Superior organizational, planning, and time management skills

• Demonstrated problem solving skills

• Strong and effective verbal and written communication skills

• Proven experience identifying and mitigating areas of risk

• Strong business acumen and analytical skills

• Solid technical aptitude, including a proficiency in all Office products (Microsoft Excel, Word, PowerPoint)

• Ability to work under pressure and to tight deadlines

• Must be able to meet overtime commitments

• Work hours are M-F 8:30 a.m. – 5:00 p.m. CT, with extended hours regularly as needed

The Purpose of Your Role

The Team Lead will be part of a highly motivated, fast-paced, team-oriented environment and will be expected to help lead the team in work organization, risk management, process improvement, and the achievement of desired business goals and results.

The Skills You Bring

• Flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.

• Analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.

• Strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.

• Attention to detail and inquisitive nature will be key in helping you problem solve.

• Demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.

• Strong attention to detail

• Strong focus on the donor and non-profit

The Value You Deliver

• Oversee thousands of EFT enrollments monthly to ensure charitable organizations receive grants quickly and securely

• Manage daily work distribution to NPO Outreach team associates

• Monitor aged work items/queues and follow up to ensure timely transaction processing

• Handle escalated nonprofit, donor, and/or advisor issues with timely follow up

• Create and maintain daily and monthly reporting

• Answer inbound enrollment-related calls, monitor inbound volumes, and schedule coverage

• Assist the Manager with the timely completion of team and departmental projects

• Assist in ensuring all associates are trained on any changes in policy and procedure

• Collaborate with Technology/Business Analysts to identify and implement system efficiencies

• Assist in developing resource requirements, planning and hiring in preparation for Giving Season

• Develop and maintain strong and effective business relationships with senior level internal and external business partners

• Develop an effective team by acting as liaison between associates and manager, and implementing initiatives to improve team effectiveness

• Coach associates to successfully achieve department and individual career goals

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.