Fidelity Bank · 4 hours ago
Director/Senior Manager, Legal Document Administration
Merrimack, NH
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expFidelity Bank is seeking a Director/Senior Manager for Legal Document Administration to manage operations supporting Workplace Investing. This role involves supervising teams, ensuring regulatory compliance, and driving process improvements while delivering excellent service to clients and participants.
BankingBitcoinCustomer ServiceFinancial ServicesInsuranceWealth Management
No H1B
Responsibilities
Own end-to-end service delivery for DB Operations, Beneficiary Qualifications, QDRO Processing, and other specialized legal documents, meeting client SLAs and operational benchmarks
Serve as the primary operational point of contact for designated clients; anticipate and resolve issues using trends, data, and business drivers
Lead recruiting, onboarding, mentoring, and performance management for 10–15 U.S.-based associates plus India partner teams
Drive risk mitigation, audit readiness, and compliance alignment; identify and remediate procedural gaps
Translate strategy into clear goals and measurable outcomes; prioritize the most important initiatives and manage group-level budget
Drive improvements in process efficiency, automation, and quality throughout DB, DC, TEM & HW offerings
Coordinate Customer Research & Resolution and transaction processing; ensure timely, accurate outcomes for clients and participants
Plan and complete capacity, prioritization, succession, and contingency planning for peak volumes and special projects
Represent Qualification Services in cross-business planning forums; strengthen cross-functional relationships to deliver cohesive solutions
Present operational outcomes to clients and internal leaders; convey urgency and sensitivity during complex life events and legal proceedings
Qualification
Required
Bachelor's degree required
8–10+ years in benefits/retirement administration or operations management (DB, DC, TEM, HW), ideally supporting large enterprise clients
Understanding of legal and regulatory matters related to benefits administration, beneficiary determinations, QDRO processing, Powers of Attorney, Subpoenas, Guardianship Orders and other legal orders
Demonstrated people management and multi-site leadership experience
Proven leadership: mentor, motivate, and cultivate high-performing teams in a dynamic environment
Operations management: manage multiple products/processes, important metrics, and budgets to achieve customer happiness and performance targets
Strategy & implementation: transform strategy into clear goals and action plans; prioritize and allocate resources effectively
Problem resolution & risk management: proactively identify issues and implement timely solutions; maintain audit readiness
Quality/process improvement: use Lean/Six Sigma or comparable approaches to foster continuous advancement and steady service delivery
Communication & relationship-building: excellent written and verbal abilities; confident presenting to clients and senior leaders
Analytical & forward-looking approach: use data analytics/visualization to guide decisions and improvements
Preferred
MBA or equivalent experience preferred
Company
Fidelity Bank
Fidelity Bank is a commercial bank providing services financial sercvices.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-12-17Acquired
2014-09-01Private Equity
Company data provided by crunchbase