Director, Integrated Service Consultant- Retirement Services

Fidelity Investments • Merrimack, NH

3d

About The Position

Join our multifaceted and innovative team as a Director, Integrated Service Consultant (ISC) and you will be accountable for advocating for our Workplace Investing clients and overseeing our service delivery during times of critical change for our clients. This unique role will allow you to develop and broaden your working knowledge of operations, relationship management, and program management across all workplace products. The ISC ensures that Fidelity delivers industry-leading servicing during moments that matter for our multi-product clients. The ISC roles has two major components: (1) Informs and socializes standards for multi-product servicing governance and (2) provides coordination and program management support to multi-product clients on an episodic basis during their most complex projects. You will work collaboratively with the Managing Director and other client service team members to develop a direct relationship with clients to lead them during moments that matter. At the end of each project, you’ll disengage from the client/client team and begin a new engagement on another complex, multi-product client.

Requirements

• Experience working with clients, ideally workplace clients with multiple benefits products (e.g., Defined Contribution, Defined Benefits, Health and Welfare, Health Savings Accounts, Reimbursement Accounts, etc.)
• Deep understanding of at least one of the following benefits areas: Defined Contribution, Defined Benefits, Health Savings Accounts, Health and Welfare, Reimbursement Accounts.
• Strong leadership, influencing and negotiation skills and a demonstrated ability to advise efforts, apply client management, program management, record keeping and potentially regulatory concepts and methodologies in a creative and beneficial way.
• Consistent track record of effectively mentoring teams in a dynamic, client-based environment.
• Proven ability to balance customer satisfaction with sound business judgment; ability to identify and evaluate broad business issues and engage appropriate parties at all levels of both Fidelity and client organizations to develop and deliver solutions.
• Strong oral and written communication and presentation skills.

Nice To Haves

• Ideal candidates will also have program management experience and comfort with adding structure to ambiguous situations.

Responsibilities

• Coach client service teams on best practices for complex / integrated multi-product service situations (e.g., client payroll conversions, merger and acquisition activity, etc.).
• Identify opportunities for greater service consistency / standardization (e.g., process improvements, consistency in client-support materials for every product).
• Help client service teams identify how to proactively avoid future escalations.
• Provide integrated oversight across all multi-product projects for a client (e.g., be main point-of-contact, create an integrated project calendar).
• Advise on complex / integrated multi-product service situations (e.g., Corporate Actions).
• Coordinate resolution for major multi-product escalations/remediations.
• Act as client advocate internally.
• Partner with Functional Business Unit Heads to drive margin improvement and process efficiencies.
• Communicate internally to ensure client team roles/responsibilities are focused efficiently in support of our clients.

Benefits

• Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed