Client Service Manager II / III - Clearing Client Management - Wealth Client Experience
About The Position
As a Fidelity Clearing Client Service Manager (CSM), you oversee operations, service, and the digital experience for assigned clearing correspondent broker-dealer clients. The day-to-day role primarily focuses on project management, high-level initiatives and escalations, and leveraging strategic partnerships across the NF platform. In partnership with the Relationship Manager, you represent an elite service team and serve as Fidelity’s dedicated face to the correspondent client and its business. The Fidelity Institutional Client Experience Division provides customer service to Fidelity’s clearing correspondent broker-dealer clients. The CSM builds strong relationships and lasting trust, loyalty, and satisfaction while ensuring a robust service experience. The role also involves optimizing client service, improving operational efficiency through education and training, advocating for clients across Fidelity organizations, managing initiatives and projects, sharing operational metrics, and acting as an operational consultant. Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Current onsite expectations vary by role and location and may evolve; the transition does not apply to fully remote roles. Fidelity will not provide immigration sponsorship for this position.
Requirements
- 10 or more years of brokerage operations and/or service experience.
- Exceptional interpersonal and client service skills.
- Ability to develop strong professional relationships.
- Problem-solving and consultative skills.
- Ability to manage execution of initiatives.
- Industry or brokerage knowledge.
Nice To Haves
- Client-facing experience is highly preferred.
- Project management experience is preferred.
- Business analysis and consulting experience is a plus.
- Relevant bachelor’s degree is preferred.
- Series 7 license is preferred.
Responsibilities
- Oversee operations, service, and digital experience for assigned clearing correspondent broker-dealer clients.
- Manage high-level initiatives, projects, and escalations, working with strategic partners across the NF platform.
- Partner with the Relationship Manager to represent Fidelity’s dedicated service team to correspondent clients.
- Build relationships with client decision makers and their direct reports to improve satisfaction, quality, and efficiency.
- Educate and train correspondent firms on technological tools, operational methodologies, and Fidelity’s service model.
- Advocate for correspondent clients with Fidelity’s service, processing, product, Risk, Legal, and Compliance organizations.
- Manage initiatives and projects that improve client satisfaction and operational efficiency.
- Share operational metrics with correspondent clients and serve as an operational consultant.
Benefits
- Comprehensive health care coverage and emotional well-being support.
- Market-leading retirement benefits.
- Generous paid time off and parental leave.
- Charitable giving employee match program.
- Educational assistance, including student loan repayment, tuition reimbursement, and learning resources.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
