CEP - Head of Operational Excellence

CEP - Head of Operational Excellence

About the Opportunity

Job Type: PermanentApplication Deadline: 31 July 2026

Title                 CEP - Head of Operational Excellence

Department      Client Experience Platforms

Location          India or UK

Reports To       Head of Client Experience Platforms

Level                Grade 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 team and feel like you’re part of something bigger.

 

FIL Platforms brings together accountability for how Fidelity delivers key business capabilities end to end. It owns both day to day performance and ongoing improvement, so work is done once, scaled across the firm, and focused on client and investment outcomes.

 

About your team

 

Within FIL Platforms, CEP sits at the intersection of client need, business strategy, technology and AI. It shapes how clients, consumers and intermediaries experience Fidelity across digital journeys, assisted interactions and communications, bringing together design, data, orchestration, workflow and channel capability to turn complexity into experiences that feel simpler, more connected and easier to trust. As expectations continue to rise and AI reshapes financial services, CEP plays a central role in helping Fidelity deliver one connected experience that is scalable, trusted and built for the future.

 

About your role

 

As Head of Operational Excellence, you will lead the operational disciplines that help CEP run effectively day to day, ensuring live services perform safely, consistently and sustainably at scale. The role exists to make CEP easier to run, better controlled, more efficient to improve and more connected to the client and colleague experience.

 

You will own the operational blueprint for CEP, setting a clear target state for how live services should be managed, measured, improved and scaled over time. This includes accountability for run excellence, operational performance, workflow effectiveness, control execution, service quality and the operating rhythm needed to turn insight into action.

 

CEP is organised around journey-led value streams as its primary delivery construct. Those value streams are accountable for end-to-end client and business outcomes, including the run and change performance of their journeys. This role does not replace that accountability. It strengthens it by providing the cross-cutting operational leadership, standards and performance discipline needed to help value streams run well, manage live issues and connect operational insight to journey improvement.

 

Operational teams will sit within the value streams, but with a clear dotted line into this role for standards, performance, methods and operational discipline. This ensures CEP operates as one coherent operational capability, not a set of local practices.

 

This is not an advisory role. You will define and enforce operational standards, provide independent challenge on run performance and change readiness, and have a formal voice in whether services are operationally ready to go live, particularly where service quality, resilience or control are at risk. You will help ensure operations is treated as a core part of client experience and platform performance. This means looking beyond service levels or process efficiency in isolation, and improving how journeys work in life across hand-offs, controls, workflows and service moments that matter.

 

You will lead the CEP-wide strategy and approach for straight-through processing, operational efficiency and run-led automation. This means identifying opportunities to reduce avoidable friction, failure demand, hand-offs, manual effort and unnecessary cost, while ensuring improvement activity is grounded in operational insight, service quality, control and measurable value. You will also provide management, oversight and evaluation of run-based AI POCs and initiatives, including the Intent IQ initiative. Your role will be to help evaluate where these capabilities can improve efficiency, service quality and control across CEP and relevant GPS domains.

 

 

You will work closely with value stream leads, Distribution, governance forums, control partners, the SMF24 and other key stakeholders, bringing a clear operational view of performance, readiness, risk and delivery practicality.

 

You will establish the discipline needed to shift CEP away from narrow process SLAs towards a fuller view of journey effectiveness, service resilience and client impact. You will also drive simplification, workflow improvement and the practical use of AI and automation to reduce avoidable friction, failure demand, manual effort and unnecessary cost.

 

About you

 

You have significant experience leading live operations, service delivery or operational excellence in a complex, regulated environment.

 

You understand that run is part of the client experience, and can improve service quality, reduce friction and strengthen control in ways clients and the business can feel.

 

You can provide operational leadership through a journey-led or matrixed model, supporting end-to-end accountable value streams without diluting their ownership of outcomes.

 

You have strong operational discipline and can use data, judgement and practical experience to improve performance across journeys, hand-offs, controls and service moments, not just local process metrics.

 

You can shape STP, efficiency and automation opportunities across a complex operational environment, balancing measurable value, service quality, control and practicality.

 

You are credible with Distribution, governance forums, control partners and senior stakeholders, and can bring a clear operational view to performance, readiness, risk and prioritisation.

 

You can give operations a strong voice in change, ensuring new capability is workable, supportable and sustainable in life.

 

You have experience evaluating automation, AI-enabled operational improvement or run-based POCs in ways that improve efficiency, service quality and control.

 

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.

Experience Level

Executive Level