Senior/Director, Client Service Manager

Fidelity Investments • Covington, KY

7d • Onsite

About The Position

The Senior/Director, Client Service Manager will be the primary Fidelity client service contact for Defined Contribution (e.g., Qualified, Non-Qualified) and Workplace Benefits for some of Fidelity’s largest institutional clients. This role involves collaborating with a matrixed service team to deliver contractual commitments to strategic clients, partnering with Managing Directors and Product Management to implement new products, services, and features, and working closely with specialized operational groups to implement plan provisions, problem-solve issues, and deliver outstanding service. The Strategic Market CSM organization provides record keeping to more than 330 clients representing over $1.5 trillion in assets under administration and 11 million participants.

Requirements

• 8-12 plus years of experience within the financial service industry with client facing expertise.
• Demonstrated understanding and experience with Workplace Benefits plan administration (e.g., Defined Contribution, Non-Qualified, Heath Savings Account, Student Debt, Goal Booster with Payroll and Workplace Giving).
• Bachelor’s degree or equivalent work experience.

Nice To Haves

• FINRA licenses permitted but not required.
• Strong leader with ability to influence and navigate within a highly complicated, matrixed environment.
• Demonstrated ability to deliver against challenging goals and objectives.
• Excel in providing proactive consultation to external clients and internal partners.
• Possess the ability to build relationships with individuals at all levels of the organization.
• Strong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clients.
• Proven track record to provide solutions to complicated issues; a naturally creative problem solver who can work with colleagues and business partners in new and different ways to deliver results.
• Balance and prioritize multiple, concurrent objectives while meeting or exceeding targets.

Responsibilities

• Handle day-to-day record keeping for a defined set of strategic market clients, representing $10-$20 billion record keeping assets.
• Generate new points of view, champion bold ideas, and collaborate with more than 25 Workplace Investing and Fidelity functional business partners to define innovative solutions and implement scalable practices.
• Possess and convey experienced knowledge of workplace products, plan sponsor plan provisions and governing body regulations.
• Identify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partners.
• Understand client service requests and coordinate with internal business partners to effectively scope effort and cost, allocate appropriate resources, define project plan, and deliver against agreed upon timeline.
• Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree