CSP - Value Stream Owner, Service Excellence & Retention
Fidelity International (company site, opens in a new tab)GurugramOn-siteDirect career pageEst. 30–50 LPA
Posted on 18 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own and lead the Service & Retain value stream to deliver reliable, consistent, scalable client servicing outcomes across the end-to-end client journey.
- Define and manage the value stream vision, roadmap, backlog, budget, and headcount aligned to platform OKRs and strategic priorities.
- Manage both live service stability and continuous improvement initiatives, ensuring transparent performance tracking on service quality, client retention, engagement, and operational risk.
Minimum Requirements
- Experience running and owning large, complex global products or platforms, including operational, technical, and commercial accountability.
- Strong familiarity with Agile operating models at scale; experience with SAFe or comparable frameworks preferred.
- Financial management experience including owning budgets and making trade-offs based on outcomes.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Proven ability to lead both run and change functions with accountability for live performance and delivery outcomes in complex environments.
- Strong stakeholder engagement skills, able to influence senior stakeholders and manage competing interests with good judgement.
- Strategic and operational mindset capable of balancing long-term vision with delivery detail and risk in a regulated environment.