Scrum Master Customer Communications

About the Opportunity

**Job Type**: Permanent

Application Deadline: 28 February 2025

Job Description

Title Scrum Master Customer Communications

Department Customer Communications

Location Gurgaon, India

Reports To Senior Manager, Agile Delivery

Level 5

We share a commitment to making things better for clients and each other. We continually explore new technology and different ways of working to put our clients first. So bring your boldest ideas to our Customer Communications team and feel like you’re making progress.

About your team

Customer Communications is set up as one of the new capability teams being established within Fidelity’s Global Platform Solutions business. It’s an exciting place to be and a great opportunity for you to help shape what good looks like as we define new structures and processes. The team is responsible for the underlying mechanisms, tools and technologies to produce correspondence, whilst working with the associated business channels and downstream operational functions to support initiatives and projects that aim to optimise the customer experience.

About your role
As the Scrum Master for a the Customer Communications capability team you will play a key role on programmes and projects working with senior Business leaders, Product Owners, Technology teams and Operations to deliver end to end solutions in support of the teams strategic and operational objectives.

Working alongside multiple stakeholder groups you will need to utilise your experience of working in agile delivery teams to assist with the design, definition, exploration and delivery of initiatives to service various demands from the GPS business within the new capability structure.

This position requires a strong self-starter with great analytical and influencing skills, someone happy to take the initiative and willing to work to find the right path forwards and always wanting to improve the current situation.
- Be comfortable working in a hybrid environment with Project & Program managers, while helping to coach, mentor and motivate your team on their journey to adopt an agile mindset.
- Management of impediments - proactively identifying, analysing and resolving issues with the potential to impact successful delivery of the project. Escalating to the leadership team where required.
- Facilitate team events and participate in other meetings related to the overall program of work.
- Grow and maintain effective relationships with stakeholders.
- Provide regular status updates on current development activities at appropriate levels of detail.
- Facilitate discussions to create consensus, agreement and binding decisions.
- Assure the timely transition of development work for multiple projects into production by fully engaging with stakeholders as part of larger planned enterprise deliveries.
- Champion continuous improvement initiatives through regular reflection and adaptation.
- Facilitate Scrum events and mapping exercises to identify and manage risks.
- Ensure the team support solutions they own and act as an escalation contact for any issues.
- Collaborate with Product Owners and cross-programme teams to input to a strategic product roadmap that identifies deliverables and milestones.
- Conduct training workshops and sessions on Agile, Scrum, estimation and other practices for your team members and larger audiences.

About you

You must have a passion for delivering high quality and scalable solutions with a continued focus on the customer need. You should be both willing to challenge and to be challenged on where things can be improved and are comfortable working in a diverse and Global organisational model.

You will be required to effectively influence and assist key stakeholders, support the formation of new teams and enable delivery teams to be effective across a variety of workstreams. A willingness to take on new challenges, collaborate and share knowledge freely with global teams is absolutely critical to success.
- Demonstrable experience in previous role/s as a Scrum Master for software development.
- Demonstrate a very clear and concise understanding of the differences between Agile methods and traditional project management, and how this can impact the nature of work.
- Strong Stakeholder management experience. This includes providing regular status updates on current development activities at appropriate levels of detail for stakeholders, technical teams and the wider business.
- Understand the importance of deadlines and delivery commitments for the business, implement techniques to transparently track development progress, and communicate any risks or challenges as early as possible.
- Demonstrable attention to detail in relation to agile risk management, agile metrics and tracking progress.
- Experience and/or clear understanding of working in a truly agile environment with cross-functional teams.
- Demonstrate a passion for continuous learning and a broad knowledge of practices, techn