Manager, Account Lifecycle

Fidelity•Westlake, TX

5d•Hybrid

About The Position

The primary mission of the Investment Operations team is helping people, help people. We are looking for dynamic and customer-focused Leader to lead our Advisor Firm Implementation and Pooled Income Fund. The manager is accountable for firm-level support activities, including onboarding new firm relationships, leading ongoing firm-level account changes, entity changes, and coordinating with internal partners to ensure seamless integration across systems and processes. Additionally, they lead the program aspects of the Pooled Income Fund program, coordinating the full lifecycle (account maintenance, client statements, asset distributions, and vendor management for PGCalc). This leader ensures operational excellence, program continuity, risk mitigation, and a consistently high-quality client experience across all components of the service. The ideal candidate is a strategic problem solver and people leader who thrives in complex environments. They complete work precisely and foster positive relationships across technology, operations, compliance, client experience, and product teams.

Requirements

You approach every situation with a customer first perspective
Bachelor’s degree in Business, Management, or a related field is preferred)
5–7+ years of experience in program management, operations, client services, or related financial services
Demonstrated leadership experience managing people and driving cross-functional initiatives
Strong understanding of client account maintenance processes, statements, or client reporting workflows
Experience managing vendors and operational dependencies
Ability to interpret data, identify trends, and drive disciplined execution through metrics and controls
Excellent communication, key partner management, and problem-solving skills
Background managing firm-level onboarding or relationship support
Comfort working with complex systems and transformation initiatives
Advanced project management skills, with experience in XTRAC, Salesforce, Archer, Jira, and other customer account tools

Responsibilities

Lead onboarding for new firms, ensuring seamless integration into operational models, data flows, and service expectations
Handle firm account changes, including mergers, acquisitions, restructures, and affiliation updates
Establish routines to strengthen firm-level relationships and ensure a consistent, engaged partnership experience
Drive entity change projects and processes with cross-business units partners
Lead the end-to-end PIF program management related to client account maintenance, client statements, distributions, and vendor interactions
Lead all aspects of operational workflows, service quality, and risk controls across the full client lifecycle
Establish and maintain service-level frameworks, including important metrics, SLAs, escalation paths, and governance routines
Drive continuous improvement initiatives to enhance efficiency, reduce complexity, and strengthen operational stability
Partner with RPA and technology teams to define business requirements, prioritize enhancements, and support delivery of system updates
Serve as the business owner for PGCalc processes and associated vendor relationships
Ensure data completeness, integrity, and compliance with regulatory and contractual requirements
Lead vendor performance, contracts, and regular reviews; partner on roadmap items and issue resolution
Partner with internal teams—including Technology, Compliance, Product, Risk, Service, and Client Experience—to coordinate delivery, handle customer concerns, and resolve complex issues
Represent PIF and Firm Support in strategic forums, governance meetings, and firmwide initiatives
Influence senior leadership with data-driven insights and thoughtful recommendations
Lead, coach, and develop a team of analysts to deliver high-quality support
Build an environment centered on accountability, collaboration, and continuous improvement
Ensure team members have clear development plans and are cross-trained to strengthen resiliency and capacity