Client Service Manager II / III - IWMS Client Experience
About The Position
As an FCCS Client Service Manager (CSM), you oversee the operations, service, and digital experience for your assigned Clearing correspondent broker-dealer clients. The CSM day to day role is primarily focused on project management, high level initiatives and escalations, and utilizing strategic partnerships across the NF platform. In partnership with the Relationship Manager, you represent an elite service team and the face of Fidelity dedicated to your correspondent client and their business. Fidelity Institutional Client Experience Division (CE) provides superior customer service to Fidelity's Clearing correspondent broker-dealer clients through innovation, dedication, and commitment to excellence. The CSM ensures a flawless and robust service experience for our clients by developing strong relationships to build lasting trust, loyalty, and satisfaction.
Requirements
- 5 -7+ years Brokerage Operations and/or Service experience
- Client facing experience highly preferred
- Project management experience preferred
- Business analysis and consulting experience a plus
- Relevant Bachelor's degree preferred
- Series 7 license preferred
- Exceptional interpersonal and client service skills
- Success in developing strong professional relationships
- Problem solving and consultative skills
- Ability to manage execution of initiatives
- Industry/brokerage knowledge
Responsibilities
- Optimizing the client service experience by building strong relationships with key decision makers at your correspondent firm and their direct reports and seeing opportunities to drive high satisfaction, quality and efficiency for both your client and Fidelity.
- Improving operational efficiency by educating and training your correspondent firms on using technological tools, sharing operational standard methodologies, and to assist clients in using Fidelity's service model.
- Serving as an advocate for your client correspondent firms by being the voice of your client to our service, processing, product, and our Risk, Legal and Compliance organizations.
- Managing pivotal initiatives and projects leading to higher client satisfaction and operational efficiency and sharing operational metrics with your correspondent clients showing how they are performing on the platform.
- Representing Fidelity as an operational consultant to your correspondent clients.
Benefits
- comprehensive health care coverage and emotional well-being support
- market-leading retirement
- generous paid time off and parental leave
- charitable giving employee match program
- educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
