Senior/Director, Client Service Manager

Fidelity Investments•Smithfield, RI

About The Position

The Senior/Director, Client Service Manager serves as the primary Fidelity client service contact for Defined Contribution plans, including Qualified and Non-Qualified plans, and Workplace Benefits for some of Fidelity’s largest institutional clients. The role collaborates with a matrixed service team to deliver contractual commitments to strategic clients and partners with Managing Directors and Product Management to implement new products, services, and features. It also works closely with specialized operational groups to implement plan provisions, resolve issues, and deliver outstanding service. The Strategic Market CSM organization provides record keeping to more than 330 clients, representing more than $1.5 trillion in assets under administration and 11 million participants. The organization aims to be a trusted partner, providing expertise in client services and workplace benefits and drawing on Fidelity’s community to support well-being for strategic market clients. The position handles day-to-day record keeping for a defined set of strategic market clients representing $10–$20 billion in record-keeping assets. It develops perspectives and ideas, collaborates with Workplace Investing and Fidelity business partners on innovative solutions and scalable practices, advises on workplace products and plan provisions, leads resolution of service issues, and coordinates client requests through scoping, planning, resourcing, and delivery. The role also contributes to the Client Service Management strategy to improve the service ecosystem, develop Fidelity talent, and optimize the plan sponsor experience. Annual travel of 10%–15% is required. Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles; onsite expectations vary by role and location and may evolve. The posting does not specify this role’s exact work arrangement.

Requirements

8–12 or more years of experience in the financial services industry, including client-facing expertise.
Demonstrated understanding and experience with Workplace Benefits plan administration, such as Defined Contribution, Non-Qualified plans, Health Savings Accounts, Student Debt, Goal Booster with Payroll, and Workplace Giving.
Bachelor’s degree or equivalent work experience.
FINRA licenses are permitted but not required.
Ability to lead, influence, and navigate a complex, matrixed environment.
Demonstrated ability to deliver against challenging goals and objectives.
Ability to provide proactive consultation to external clients and internal partners.
Ability to build relationships with individuals at all organizational levels.
Strategic problem-solving and communication skills, including measuring solution effectiveness and explaining value to business partners and clients.
Track record of resolving complicated issues creatively and collaboratively.
Ability to balance and prioritize multiple concurrent objectives while meeting or exceeding targets.
Ability to meet the position’s annual travel requirement of 10%–15%.

Responsibilities

Serve as the primary Fidelity client service contact for Defined Contribution and Workplace Benefits for strategic institutional clients.
Collaborate with a matrixed service team to deliver contractual commitments to strategic clients.
Partner with Managing Directors and Product Management to implement new products, services, and features.
Work with specialized operational groups to implement plan provisions, solve problems, and deliver service.
Handle day-to-day record keeping for a defined set of strategic market clients representing $10–$20 billion in record-keeping assets.
Collaborate with Workplace Investing and Fidelity business partners to define innovative solutions and implement scalable practices.
Apply and communicate knowledge of workplace products, plan sponsor plan provisions, and governing body regulations.
Identify, surface, and lead resolution of service issues involving areas such as plan design, participants, and risk or compliance.
Understand client service requests; coordinate with internal partners to scope effort and cost, allocate resources, establish project plans, and deliver on agreed timelines.
Participate in delivering a Client Service Management strategy to enhance the service ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience.
Travel 10%–15% annually.