Client Service Manager II

Fidelity Investments•Westlake, TX

About The Position

The Client Service Manager II role supports Fidelity Charitable’s beneficiary gift process within Service Delivery and Operations. The position establishes, implements, and executes day-to-day operations, ensuring that operational controls are carried out accurately and consistently. The manager leads a team responsible for processing grants, contributions, and money-movement transactions, and for serving donors, advisors, and nonprofit organizations. The role includes training, coaching, and mentoring associates, supporting their development and readiness for future opportunities. It also oversees work allocation, processing quality and timeliness, special handling, issue resolution, and service escalations. The manager evaluates workflow and performance, develops and generates reports to track progress against KPIs and other metrics, and promotes continuous process improvement. Work is generally routine but can become strained during the year-end giving season. Fidelity Charitable is a public charity that sponsors a national donor-advised fund program. Its independent Board of Trustees has hired Fidelity Investments as the charity’s service provider. Fidelity indicates that its onsite working model is transitioning toward full-time onsite work through a phased rollout, with expectations varying by region and role and subject to change.

Requirements

Bachelor’s degree.
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 as it relates to estate or beneficiary processing.
Effective verbal and written communication skills to influence, build consensus, and integrate complex information.
Ability and desire to coach, manage, develop, and lead others and build associate engagement.
Ability to own and improve business partner relationships and engage professionally with vendors.
Ability to work as a self-starter with ownership and accountability, take initiative, learn quickly, and think independently.
Flexibility and adaptability to respond constructively to shifting priorities, unexpected events, and seasonal demands.

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 accurately and consistently.
Train, coach, and mentor associates, developing them into full contributors and preparing them 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 point of escalation for service issues.
Continually evaluate work distribution and team performance.
Design and generate reports to measure and communicate team progress against KPIs and metrics.
Manage workflow and productivity.