Director, Client Service Manager

Fidelity Investments•Merrimack, NH

45d•Hybrid

About The Position

The Client Services Manager (CSM) is part of the Client Service Management, DC Plan Services organization and is the primary client facing associate responsible for the operational integrity of the plan. The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans. The CSM establishes, maintains and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration. In addition, they coordinate and prioritize the efforts of the operational service team including serving as the point of escalation for plan level operational issues. The CSM is responsible for reviewing the plan operations to ensure consistent operations with the plan documentation, regulatory changes and recommending services and solutions based on the Client's and Fidelity's needs as well as creating and delivering the Periodic Service Review.

Requirements

Bachelor's degree preferred
5-10 years of relevant experience, preferably with 5 being in defined contribution
Experience establishing and maintaining relationships with key client operational decision makers
Experience facilitating client interactions (phone, face to face)
Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
Maintain control of situations through appropriate positioning and escalation
Relationship professionals
Impacts organization through mentoring and coaching of others
Critical thinking
Have mastered influencing skills and active listening
Top notch client skills
Has extremely strong consultative skills
Takes control of situations, brings teams together and facilitates problem solving
Feels fully accountable and drives ownership
Strong regulatory knowledge of 401 (k) and defined contribution plans, NQ plans, products and application
Ability to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution
Demonstrated ability to negotiate with clients and all business partners
Ability to manage a book of dedicated clients and prioritize efforts to meet the needs of client and firm
Technical and operations knowledge
Ability to project manager, set priorities, meet goals and deadlines
Use of judgment and ability to influence and execute strategies with clients
Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship
Microsoft Office applications are a plus

Responsibilities

Consults with client regarding plan record keeping and administration best practices
Influence client towards data quality standards and ideal service utilization
Determine fit and influence client towards service and process standardization, optimal configuration and ideal service utilization
Weighs costs/benefits as they relate to both client and Fidelity's objectives
Obtain formal direction from client from proper authorized requestor as required
Initiate service changes
Provides education/training on service changes
Review changes to ensure they were made according to request
Consult with clients regarding legal ramification of not complying with NDT results
Assist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)
Execute on PAECE including delivery of the Record Keeping Review
Participates with MD and client in business planning process (development of business plan, RPR and input to year end letter) and executes operational business plan items
Point of escalation for operational issues and service recovery efforts
Serves as operational consultant during client on boarding for new Implementations and corporate actions
Responsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes