Client Service Manager III - (Custody) - Wealth Client Experience

Fidelity Investments•Smithfield, RI

14d

About The Position

The Client Service Manager III (CSM III) serves as the primary point of contact for a select group of Registered Investment Advisors (RIAs) who have custody assets with Fidelity, primarily within the Premium segment. This role is responsible for servicing, educating, and resolving day-to-day operational needs while managing complex client relationships. You will oversee a small book of large, sophisticated advisory firms (typically $1B+ in assets), requiring deep understanding of each firm’s structure, business model, and service needs. You will manage inbound call volumes, supervise email and NIGO activity, and partner closely with internal teams including operations and Client Service Representatives (CSRs) to ensure seamless service delivery. Additionally, you will coordinate with cross-functional Fidelity business partners, advocate for clients on complex issues, and support firms in adopting new tools and technologies. Success in this role is measured through client satisfaction, operational excellence, and contribution to a collaborative team environment. The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity, in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

Requirements

Bachelor’s Degree preferred
5+ years of operations and/or client service experience in financial services
Series 7 required
Strong knowledge of brokerage and/or custody industry
Excellent interpersonal, verbal, and written communication skills
Strong analytical thinking with ability to solve complex problems
Proven leadership and collaboration skills
Ability to thrive in fast-paced, cross-functional environments
Intermediate to advanced proficiency in Microsoft Office

Nice To Haves

Ability to manage and prioritize high-volume workflows (calls, emails, NIGOs)
Strong client advocacy mindset with a “client-first” approach
Skilled at influencing clients to adopt technology and process improvements
Effective time management and execution skills
Curiosity and drive for continuous improvement and innovation

Responsibilities

Serve as the primary point of contact for Registered Investment Advisors (RIAs) with custody assets in the Premium segment.
Service, educate, and resolve day-to-day operational needs for complex client relationships.
Oversee a book of large, sophisticated advisory firms ($1B+ in assets).
Manage inbound call volumes, email, and NIGO (Not in Good Order) activity.
Partner with internal teams (operations, Client Service Representatives) for seamless service delivery.
Coordinate with cross-functional Fidelity business partners.
Advocate for clients on complex issues.
Support firms in adopting new tools and technologies.
Deliver overarching service strategy and day-to-day support to a diverse client base.
Provide support for daily activities and overall business strategy to optimize client experience.
Offer implementation support, technology services, deployment and client training, analysis and data processing, client management and service support.