Scrum Master Customer Communications

About The Opportunity
Job Type: Permanent
Application Deadline: 10 May 2025

Title Scrum Master
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 youre making progress.
About Your Team
Customer Communications is a new platform team established within Fidelitys Global Platform Solutions (GPS) business. Its 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 features and initiatives that aim to optimise the customer experience.
About Your Role
As the Scrum Master within the Customer Communications Platform team, you will play a key role working with senior business leaders, Product Owners, technology teams and operations to deliver end to end solutions in support of the areas 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 features to service various demands from the GPS business within the new platform and capability team structure.
The successful candidate will have a detailed knowledge of working in an Agile environment using Agile tools and techniques, experience working with Scrum or Kanban, and have a good understanding of Jira and Confluence.
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 and focussed on relentless improvements.

• Management of impediments - proactively identifying, analysing and resolving issues impacting successful delivery of the work. Escalating to the leadership team where required.
• Facilitate Scrum events and participate in other meetings related to the overall goals of the team.
• Grow and maintain effective relationships with stakeholders.
• Facilitate discussions to create consensus, agreement and transparent decisions.
• Manage the timely transition of development work for multiple features and initiatives into production by fully engaging with stakeholders as part of larger planned enterprise deliveries.
• Champion continuous improvement initiatives through regular reflection and adaptation.
• Facilitate ongoing effort to identify and manage risks, performance metrics and tracking progress.
• Ensure the team support solutions they own and act as an escalation contact for any issues.
• Collaborate with Product Owners and cross-capability teams to input to a strategic product roadmap that identifies deliverables and milestones.
• Acts as a leader to conduct training workshops and coaching sessions on Agile, Scrum, estimation and other practices for team members and within the larger organisation.
  

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About You
You must have a passion for delivering high quality and scalable solutions with a strong focus on the customer need. You should be both willing to challenge and to be challenged and 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.
The ideal candidate will have 5+ years experience working as a Scrum Master or similar role.

• 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.
• Be comfortable working in a hybrid environment, while helping to coach, mentor and motivate your team on their journey to adopt an agile mindset.
• 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 progress, and communicate any risks or challenges as early as possible.
• Experience and/or clear understanding of working in a truly agile environment with self-organising cross-functional teams.
• Demonstrate a passion for continuous learning and a broad knowledge of practices, techniques and skills which impact successful execution of the role.
• Solid understanding of best practice software development and good engineering practices and procedures.
• Have a maturity of understanding that Agility is not achieved overnight and demonstrate a willingness to work in a transitional setup while helping teams on their journey.
  

Feel rewarded
For starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work finding a balance that works for all of us. Its 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.