CSP - Value Stream Owner, Service Excellence & Retention

Fidelity Investments Canada · Gurugram

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About the Opportunity

Title                              CSP - Value Stream Owner, Service Excellence & Retention

Department                  Client Servicing Platforms

Location                      Gurgaon

Reports To                  Head of Client Servicing Platforms

Level                              8

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Client Servicing Platform team and feel like you’re part of something bigger.

About your team

As a business, we are constantly evolving how we work to stay ahead of what our clients need and to deliver on our Forward 8 ambitions. FIL Platforms represents the next step in that journey - bringing together Asset Management Delivery, Enterprise Technology Services, and delivery and change teams from across the business into a single integrated structure, designed for clarity, speed, and impact.

That structure is organised around Platforms, each a focused unit of capability with a single accountable owner and within each Platform, a set of Value Streams that translate strategic priorities into funded, sequenced delivery.

Your value stream sits at the heart of that model. It exists to connect our talent and expertise directly to the priorities that matter most, delivering value for our clients with less duplication and fewer competing backlogs

Client Servicing Platform is accountable for delivering on Fidelity’s client commitments after engagement, ensuring servicing outcomes are reliable, consistent and scalable across regions. The team owns the end-to-end client servicing journey, focusing on standardisation, transparency and repeatable delivery.

The Service & Retain value stream owns the platform capabilities that strengthen service performance and deepen long-term client relationships. It brings together live service stability, continuous improvement, client insight and relationship-focused outcomes so that service delivery is transparent, repeatable and aligned to client needs across regions.

About your role

A value stream is FIL's core delivery construct - the unit through which strategy becomes execution. Each value stream is underpinned by a clear roadmap, supported by the right people and capabilities required to deliver it. It sits below the Platform and above the Agile Release Train (ARTs) and Squads that do the work, and it is the layer where sequencing is decided, scope is defined and refined, and outcomes are owned.

As a Value Stream Owner you represent the voice of the customer - translating their strategic needs into delivery, as well as the Platform priorities.

You will lead across both run (e.g. live service performance and stability) and change (e.g. delivery and continuous improvement). You’ll enable your teams to focus on the work that makes the biggest difference to FIL and its clients.

Reporting to the Head of Client Servicing Platforms, you will lead the Service & Retain value stream, ensuring Fidelity’s client servicing outcomes are reliable, consistent, scalable and continually improving across the end-to-end client journey.

Key outcomes

• Reliable, consistent and scalable servicing outcomes across the end-to-end client servicing journey.
• A coherent roadmap across the Strengthen Service and Deepen Relationships ARTs, linked to platform OKRs and client value.
• Clear ownership of service stability, operational risk, client insight and continuous optimisation.
• Transparent performance tracking focused on service quality, client retention, engagement, cost-to-serve and platform effectiveness.

Day to day, this means:

• Setting and defining the value stream vision (Objective & Key Results) and roadmap, keeping it aligned to platform OKRs and FIL's Forward 8 priorities as both evolve with a focus on continuously delivering incremental value at all times.
• Acting as Value Stream Owner within the LPM process, accepting agreed demand into the backlog and leading delivery through the quarterly planning and execution cycle.
• Owning the Initiative backlog, and development of the Lean Business Case and making sequencing decisions.
• Managing the value stream budget and headcount within allocated funding levels, and making the case for investment where it is needed.
• Tracking and reporting on outcomes, not just delivery progress - knowing what has actually moved and being honest when it has not.
• Leading Quarterly Planning Cycles and ensuring the ARTs are co-ordinating a coherent, well-sequenced plan.
• Managing operational risk and service stability within the value stream alongside the change agenda.
• Building and developing the leadership team within the value stream, and holding them accountable to outcomes.
• Accountable for role modelling and championing the correct behaviours and change culture.
• Championing and driving the value stream at the relevant governance forums and with senior stakeholders.
• Transiting the value stream to the North Star view over time (reducing dependencies and additional coordination horizontal layers).

About you

This role will suit if you’ve run, changed and owned a large, complex global product (including service, platform, proposition or product) at scale, including: the viability, the operational, the technical, and value dimensions.

Specifically, we are looking for:

• Commercial acumen to own a business outcome and make the value case for a value stream's priorities.
• A genuine track record of building high-performing, engaged teams to move the dial on performance metrics via the value delivered.
• An individual who has led both run and change, and are comfortable being fully accountable for live performance, delivery outcomes, operational effectiveness and the long-term health of a value stream.
• An individual who can engage senior stakeholders with integrity, using sound judgement and negotiation skills to influence outcomes, manage competing interests and ensuring the right initiatives are being delivered in the right way.
• Strong familiarity with Agile operating models at scale; experience with SAFe or a comparable framework is an advantage.
• Financial management experience - owning a budget, making trade-offs, and being accountable for spend against outcomes.
• The technical fluency to engage meaningfully with engineering leads on architecture, debt, and delivery risk.
• Sound judgement in complex, regulated environments, balancing experience, delivery feasibility, risk, control and operational practicality without losing momentum.
• The ability to define the longer-term direction for a value stream while staying close enough to execution, risk, delivery and operational detail to ensure results are actually achieved.
• An excellent communicator who can motivate and align large teams (including matrixed roles), create shared understanding across complex stakeholder groups and maintain momentum through clarity, consistency and presence.
• Enterprise-first individual, supporting the creation of common, reusable patterns and repeatable solutions that improve consistency, speed and simplicity across the platforms.

Behavioural expectations

Brave

• Prioritise learning and momentum over defending legacy commitments.
• Remove blockers and reset priorities when outcomes are at risk.
• Role model stopping or reshaping work that no longer delivers value.

Bold

• Set clear, outcome led direction and make decisive tradeoffs at valuestream level.
• Simplify governance, roles and interfaces to reduce duplication and escalation.
• Delegate real decision authority and protect teams’ ability to move at pace.

Curious

• Drive continuous prioritisation based on flow, outcomes and data.
• Expect evidence led conversations (not status updates) in the appropriate governance forums.
• Use delivery data to inform funding, sequencing and capacity decisions.

Compassionate

• Act as a visible advocate for client outcomes across the value stream.
• Build psychological safety so issues are raised early rather than escalated late.
• Balance pace with sustainability and colleague wellbeing.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

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