Client Service Manager II

Fidelity • Westlake, TX

17h

About The Position

The Client Service Manager II role supports National Charitable Services’ Service Delivery and Operations, which serves Fidelity Charitable, the largest donor-advised fund in the world. The team supports money movement, client interactions, and oversight functions, ensuring grants, contributions, and other money-movement transactions are accounted for and accurately recorded. The work involves regular daily operations and may be strained during the busy year-end giving season.

The role is responsible for establishing, implementing, and executing day-to-day operations for the beneficiary gift process and ensuring that controls are executed flawlessly. It also involves training, coaching, and mentoring associates, helping them become full contributors and prepare for future roles across Fidelity. The stated goal is for associates to work on the team for up to two to three years and earn a promotion before moving to another department.

The position leads service delivery for donors, advisors, and nonprofit organizations; monitors work distribution and team performance; and uses reporting to measure progress against KPIs and other metrics, workflow, and productivity. Fidelity is transitioning to a full-time onsite working model through a phased regional and role-based rollout, so onsite expectations vary and may evolve. This transition does not apply to fully remote roles; the posting does not specify this position’s particular workplace arrangement.

Requirements

• Bachelor’s degree required.
• At least 5 years of relevant work experience.
• Expertise in estate or beneficiary distributions or related processes.
• Knowledge of financial services and/or the nonprofit industry, particularly estate or beneficiary processing.
• Effective verbal and written communication skills to influence, build consensus, and integrate complex information.
• Desire and ability to coach, manage, develop, and lead others, building associate engagement to deliver business results.
• Ability to take ownership of and improve business-partner relationships and engage professionally with vendors.
• Self-starter with a high degree of ownership and accountability for results; able to take initiative, learn quickly, and think independently.
• Flexibility and adaptability to respond constructively and positively to shifting priorities, unexpected events, and seasonal demands.
• Ability to lead quality and timely work, distribute work efficiently, evaluate performance, and address service issues.

Nice To Haves

• Preferred experience or demonstrated proficiency in risk management, compliance, marketing, and operations.

Responsibilities

• Establish, implement, and execute day-to-day operations for the beneficiary gift process.
• Ensure operational controls are executed flawlessly each day.
• Train, coach, mentor, and develop team associates, supporting engagement and preparation for future roles.
• Lead quality and timely work to meet the needs of donors, advisors, and nonprofit organizations.
• Distribute work efficiently to meet processing, special-handling, and issue-resolution standards.
• Create and sustain a team focus on quality and continual process improvement.
• Serve as the initial escalation point for service issues.
• Continually evaluate work distribution and performance.
• Design and generate reports to measure and communicate team progress against KPIs and metrics, workflow, and productivity.
• Own and improve business-partner relationships and engage with vendors professionally.

Benefits

• Flexible benefits that support employees through different stages of their careers and help them thrive at work and at home.
• Learning opportunities to support career development.

What This Job Offers

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