Chris Hock Email & Phone Number

Covington, Ky

Founded and incubated a differentiated workplace benefits business (known as Fidelity Works) that expanded the company’s expertise in the small- and medium-sized business market. Championed and negotiated the use of third-party acquired technology, a unique move for Fidelity. Piloted in 2018 and launched in full a year later, Fidelity Works built on the company’s existing small-business payroll, 401k, and healthcare administration/brokerage products to develop a digitally delivered, full-service Human Capital Management platform.

Covington, Ky

Applied process automation, quality control, and analytics to overhaul service delivery structure while driving high double-digit gains in quality, customer satisfaction, and employee engagement across a 6,000-person global team. Responsible for all service operations and call centers. Also drove cross-Fidelity operations partnerships through the development of structural forums and internal strategic efforts.

Covington, Ky

Serving as the top operating officer in a series of expanding roles, led significant service delivery improvements supporting the Defined Contribution 401(k) business (with $1T+ assets under administration), the Defined Benefit business, and Health Benefits business, while also assuming leadership of the Client Communications function and data management services for all of Fidelity’s workplace products. Key initiatives included restructuring service models, recruiting key management talent, installing a new measurement system, developing a new forecasting methodology, building a new process reengineering function, enabling quality control capabilities, and focused efforts on reducing risk.

Relocated to the corporate HQ to transform operations service delivery for the large Defined Benefit (pension) business. Managed a multi-year effort to automate significant portions of the Pension business for the first time, including 65% of the core business and 90% of the new business. Member of Fidelity’s Operations Leadership Board, a cross-enterprise leadership team comprised of the most senior operations leaders across the firm.

Led institutional accounting function supporting all critical financial functions for Fidelity’s 401(k), Defined Benefit, HR Payroll, and Health Benefits businesses. Responsible for investment trading, settlement and reconciliation, check distribution and tax reporting; bank services management, billing, reconciliation, and funds transfer; and transaction and statement distribution.

Led a group of eight mid-market Relationship Managers working with companies that hired Fidelity for “multiproduct” services, a combination of 401(k), Defined Benefit, HR Payroll and/or Health Benefits. Worked with the four Presidents of the business lines to establish client strategies, service models, and improvement plans.

Led 65 customer-facing and operations associates servicing “large corporate market” 401(k) customers.

Acted as primary point of contact for long term strategic and service-related items for a group of 401k clients.

Bs, Marketing And Finance

Masters, Finance