Senior/Director, Client Service Manager
About The Position
The Role You 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. As the main contact, you collaborate with a matrixed service team chartered to deliver contractual commitments to strategic clients. The role partners with Managing Directors and Product Management to implement new products, services, and features to consistently evolve Fidelity’s offering. You will work closely will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service. The Team The Strategic Market CSM organization provides record keeping to more than 330 clients representing more than $1.5 trillion assets under administration and 11 million participants. Our clients view us as a trusted partner who demonstrates expertise in client services, specializes in workplace benefits and uses the power of Fidelity’s community to generate greater well-being for strategic market clients.
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
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
- 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
Benefits
- Fidelity will not provide immigration sponsorship for this position.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
