Director, Client Service Management

Fidelity•Durham, NC

20h

About The Position

The Client Services Manager demonstrates strong client consulting skills and deep knowledge of Health and Welfare plan provisions, regulatory and compliance requirements, and client-specific plan nuances. Under minimal direction, this role serves as the recordkeeping services plan expert and primary communication point for clients regarding Health and Welfare recordkeeping services, including client and participant user interfaces. The role manages multiple client relationships of varying complexity, building influential relationships with client staff and internal teams while ensuring high-quality, timely delivery of services. As a leader in the Client Services Management community, this position ensures that services, practices, and processes meet clients’ business needs and are grounded in sound business decisions, cost, risk, benefit, and profitability considerations. The role supports clients and participants in making better health decisions and navigating their health journey with confidence. 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

Bachelor of Science or Bachelor of Arts degree required.
Five to seven years of experience in Health and Welfare benefits administration, outsourced administration, or relevant work.
Eight to ten years of experience interacting with clients.
Strong leadership skills, initiative, sound business judgment, and the ability to identify service enhancements and process improvements and build a case for successful outcomes.
Ability to influence, negotiate, and execute strategies with internal and external customers.
Strong and effective communication skills.
Ability to balance customer service with high-level cost, risk, and benefit analysis without compromising service quality.
Effective organizational, time-management, facilitation, and prioritization skills.
Strong proficiency with Microsoft Office products.
Ability to manage multiple client relationships of varying complexity and build strong, influential relationships with client staff and internal team members.
Fidelity will not provide immigration sponsorship for this position.

Nice To Haves

MBA preferred.
CEBS certification desired.

Responsibilities

Develop and manage the relationship between clients and Fidelity Health Care services, including Health and Welfare and Health Savings Accounts, so clients recognize service quality and can serve as references.
Review client administration quality, accuracy, and efficiency, and implement corrective actions or ongoing efficiency improvements as appropriate.
Manage administration to meet applicable standards and performance guarantees.
Raise service issues and actively participate in resolving them.
Lead and manage the performance of the Health and Welfare virtual team to ensure service meets client needs.
Ensure plan documentation is accurate, maintained, and signed off by the client.
Deliver timely training or communications to business partners.
Understand client project objectives and initiatives and work with the organization to ensure appropriate project resource allocation.
Present Health and Welfare products and services to clients in a timely manner, working with Product and Relationship Management teams during product rollout and maintenance as needed.
Oversee the annual enrollment process, including kickoff and post-project presentations, discovery, best-practice consulting for new plan designs, testing, and approval of client communications.
Prepare and deliver recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews.
Support the Relationship Management team in integrated service delivery and performance reporting for assigned clients.
Understand assigned clients’ contracts, particularly the Health and Welfare Statement of Work for administered services.
Lead productivity improvements for assigned client relationships.
Mentor new Client Services Managers and participate in process improvement initiatives.
Ensure business partners’ services, practices, and processes meet client needs and reflect sound business, cost, risk, benefit, and profitability considerations.