Client Service Manager / Sr. Manager, IWMS CE Family Office

Fidelity Investments • Boston, MA

269d • $71,000 - $120,000 • Hybrid

About The Position

Do you want to work for a fast paced, entrepreneurial organization where people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Manager where you will be the key contact in servicing, educating, tracking, trending, and resolving day to day operational issues for our family office clients. The Fidelity Family Office Services (FFOS) team serves the single-family office, multi-family office and ultra-high net worth investor segments. FFOS provides custody, brokerage, investment services, reporting and administrative capabilities to these clients. The team provides products and services to support the needs of family office executives so they in turn can exceed the expectations of their family member clients. To ensure that FFOS clients receive seamless integration and delivery of products and services, a dedicated Client Service Manager (CSM) is assigned to each client to be a singular point of contact for all day-to-day operational and service needs. In this role you will support the tactical and strategic service needs of institutional customers both individually and as a member of a Relationship Management team. The majority of your time will be spent on client satisfaction with specific attention to the areas of client service, relationship management, problem resolution, and process improvement.

Requirements

• Bachelor's degree or commensurate work experience required
• 5+ years of operations and/or service experience in the financial services industry
• Ultra High Net Worth experience desired
• Series 7 required
• Series 63 preferred, required to obtain within 60 days

Nice To Haves

• Project management experience is preferred
• Business analysis, process improvement and consulting experience is a plus
• Knowledge of the brokerage, family office or RIA industry
• Advanced knowledge of MS Office
• Prior experience working directly with Ultra High Net Worth clients

Responsibilities

• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients
• Responding directly to all client inquiries: telephone, fax, email and written correspondence
• Driving high satisfaction, quality and efficiency for both the client and Fidelity
• Conducting data analysis in order to drive change and process improvement with our teams and our clients
• Proactively managing client issues and resolve problems in a timely and accurate manner
• Actively participate in client meetings and formal client reviews
• Training and educating clients in the areas of process, policy and procedures
• Mentoring other associates

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree