Director, Client Service Operations

Fidelity•Westlake, TX

4d•Onsite

About The Position

This leadership role leads a team of exempt Client Service Managers (CSMs) within the Workplace Investing – Defined Contribution Large/Select Corporate Markets. CSMs have primary responsibility for leading all operational functions for Defined Contribution, Non-Qualified, and Health Savings Accounts with our clients. Your success is measured through client satisfaction, loyalty, and retention results, improving operational scale and overall leadership of the team. Requires a desire and ability to participate in and lead cross-functional initiatives which have significant business impact.

Requirements

Knowledge of DC, NQ, HSA plans and ERISA as well as emerging products such as Charitable Giving and Student Debt.
Varied experience in providing client service.
Outstanding relationship builder and communicator.
Flexible, can easily shift priorities and possess excellent planning, organizational, influence and communication skills.
Strong problem-solving skills.
Strong presentation skills and willingness to participate in Sales meetings.
Desire to partner with internal business partners at various levels to establish an integration of functions.
Enjoy mentorship and oversight to mitigate, eliminate or reduce operational risk for sophisticated issues to protect our clients and the firm from financial and regulatory risk.
Enjoy promoting and working through new trends, technology and changing demands.
Thrive in a climate that supports collaboration between differing viewpoints and teams.
Can build credibility and trust with diverse partners that can be used in future interactions.

Nice To Haves

Direct associate to manager experience is preferred.

Responsibilities

Implement strategies for optimally running the team's book of business
Monitor associate performance to ensure targets are met and/or exceeded; takes corrective action and implements plans as needed.
Coach, mentor, recognize, motivate and develop associates, evaluating performance, balancing individual workload, compensation planning and analysis, interviewing and hiring decisions.
Interact with clients in various roles and act as a point of escalation.
Gather and assess client feedback, mentor internal team behaviors to improve interactions, and apply effective conflict resolution skills.
Present and participate in Sales meetings.
Partner with internal business partners at various levels to establish an integration of functions. Internal interactions and relationships occur with Managers, Directors, Vice Presidents and Senior Vice Presidents within one’s organization as well as across other business units.
Mitigate, eliminate or reduce operational risk for sophisticated issues to protect our clients and the firm from financial and regulatory risk.
Promote and work through new trends, technology and changing demands.
Promote and demonstrate diversity and inclusion.
Accountable for the operational service delivery for DC/NQ/HSA clients.
Demonstrate inclusive leadership behaviors, build a diverse and inclusive environment, and ensure all associates are provided with a safe and respectful workplace.
Provide relevant and actionable feedback, recognize where team members can be more effective and implement changes to improve performance.
Lead projects and initiatives that bring value to the business.
Act as an escalation point and provide support for the issues at hand for associates, business partners and external client contacts at various organizational levels.