Senior/Director, Client Service Manager

Fidelity•Smithfield, RI

About The Position

The Client Service Manager is the primary Fidelity client service contact for Defined Contribution and Workplace Benefits for some of Fidelity’s largest institutional clients. The role works 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 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 role handles day-to-day record keeping for a defined set of strategic market clients, representing $10–$20 billion in record keeping assets, and collaborates with Workplace Investing and Fidelity business partners to develop innovative solutions and scalable practices. Travel is required between 10% and 15% annually. Fidelity is transitioning to a full-time onsite working model through a phased rollout; onsite expectations vary by role and location and may evolve.

Requirements

8–12 or more years of experience in the financial services industry with 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.
Strong leadership skills and ability to 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 the ability to measure solution effectiveness and communicate value.
Track record of resolving complicated issues creatively and collaboratively.
Ability to balance and prioritize concurrent objectives while meeting or exceeding targets.

Nice To Haves

FINRA licenses are permitted but not required.

Responsibilities

Serve as the primary Fidelity client service contact for Defined Contribution and Workplace Benefits for strategic institutional clients.
Work with a matrixed service team to deliver contractual commitments to clients.
Partner with Managing Directors and Product Management to implement new products, services, and features.
Work with operational groups to implement plan provisions, solve issues, and deliver service.
Handle day-to-day record keeping for a defined set of strategic market clients.
Collaborate with Workplace Investing and Fidelity business partners to develop innovative solutions and implement scalable practices.
Demonstrate knowledge of workplace products, plan sponsor provisions, and governing body regulations.
Identify, surface, and lead resolution of service issues, including plan design, participant, and risk/compliance issues.
Coordinate with internal partners to scope client service requests, estimate effort and cost, allocate resources, define project plans, and meet agreed timelines.
Participate in delivering a Client Service Management strategy to enhance the service ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience.