Director/Senior, Client Service Manager

Job Description:

The Role

You will be the primary Fidelity client service contact for Defined Contribution and emerging Workplace products for some of Fidelity's largest institutional clients. As the main contact, you collaborate with a matrixed service team chartered to deliver contractual commitments to strategic clients. The role partners with Managing Directors and Product Management to implement new products, services, and features to consistently evolve Fidelity's offering. You will work closely will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service.

The Team

The Strategic Defined Contribution CSM organization provides record keeping to nearly 300 clients representing more than $1.5 trillion assets under administration and 11 million participants. Our clients view us as a trusted partner who demonstrates expertise in client services, specializes in workplace benefits and uses the power of Fidelity's community to generate greater well-being for strategic market clients.

The Expertise You Bring

• 8-12+ years of experience within the financial service industry with client facing expertise
• Demonstrated understanding of Defined Contribution and/or Workplace Benefits (e.g., Defined Benefit, Health & Welfare, Heath Savings Account) plan administration
• Bachelor's degree or equivalent work experience
• FINRA licenses permitted but not required

The Skills You Bring

• Strong leader with ability to influence and navigate within a highly complicated, matrixed environment
• Demonstrated ability to deliver against challenging goals and objectives
• Excel in providing proactive consultation to external clients and internal partners
• Possess the ability to build relationships with individuals at all levels of the organization
• Strong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clients
• Proven track record to provide solutions to complicated issues; a naturally creative problem solver who can work with colleagues and business partners in new and different ways to deliver results
• Balance and prioritize multiple, concurrent objectives while meeting or exceeding targets

The Value You Deliver

• Handle day-to-day record keeping for a defined set of Defined Contribution strategic market clients, representing $10-$20 billion record keeping assets
• Generate new points of view, champion bold ideas, and collaborate with more than 25 Workplace Investing and Fidelity functional business partners to define innovative solutions and implement scalable practices
• Possess and convey experienced knowledge of Defined Contribution product, plan sponsor plan provisions and governing body regulations
• Identify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partners
• Understand client service requests and coordinate with internal business partners to effectively scope effort and cost, allocate appropriate resources, define project plan, and deliver against agreed upon timeline
• Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience

Travel

• Required - between 10% -15% of the time annually

Certifications:

Category:

Client Service Operations

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.