NPO Client Experience Manager

Fidelity • Westlake, TX

17h

About The Position

The Senior Manager, Client Experience - NPO role is responsible for site leadership for a team of associates focused on providing a world-class client experience to Non-profit customers ('NPOs'). This role requires balancing day-to-day responsibilities, including escalations, with ongoing process improvements for efficiency and risk mitigation. The leader will also need to stay aligned with peers across Fidelity Charitable to ensure a consistent client experience.

Requirements

• Experience and demonstrated proficiency in Risk management, fraud, and compliance.
• Active coaching skills with working knowledge of Situational Leadership and Extraordinary Coach.
• Proven ability to balance leadership and supervisory responsibilities while quickly becoming a subject matter expert on all tasks within the team.
• Ability to partner with peers locally and nationally to maintain a culture of collaboration, success, and reward.
• Ability to participate in and lead cross-functional initiatives which have significant business impact.
• Strong and proficient verbal and written communication skills, with all levels.
• Timely and effective decision making.
• Bachelors’ degree and/or 8+ years’ experience in customer service leadership.

Responsibilities

• Leadership for a cross-site team of associates focused on providing a world-class client experience to NPO customers, while balancing risk to the organization.
• Day-to-day management of a team of front-line associates, including interviewing, onboarding, payroll, PTO Management, scheduling, performance management, risk mitigation, and compensation.
• Ensuring controls are in place, documented, and executed flawlessly each day.
• Develop and coach associates to effectively, accurately, and efficiently meet our client's needs.
• Drive culture and associate engagement through coaching, development, and a highly customized and personalized approach to team leadership.
• Success is measured through various critical metrics including individual quality, productivity, and client satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager