Manager, Account Management

Fidelity Investments • Westlake, TX

4d • Onsite

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 Account Management team. This leader will oversee a team of skilled professionals responsible for updating customer accounts, ensuring a seamless and exceptional client experience from initiation to completion. The ideal candidate will have a deep understanding of the client journey, a passion for delivering outstanding service, and expertise in handling complex operational situations. In addition to day-to-day oversight, the Manager will drive critical initiatives to improve process efficiency, enhance the onboarding experience, align account Management practices with broader business goals, and ensure risks are well managed. This role requires a collaborative leader who can inspire high-performing teams and effectively lead cross-functional projects in a fast-paced environment.

Requirements

• You approach every situation with a customer first perspective
• Bachelor’s degree in Business, Management, or a related field is preferred).
• 5+ years of experience in the financial services or related industry with a deep breadth of knowledge in operations
• Demonstrated experience in account Management, account opening, or account management roles, with at least 3 years in a leadership capacity
• Strong leadership and people management skills with a track record of developing high-performing teams.
• Positive relationship building with an ability to work with cross-functional teams
• Proven experience leading multiple complex projects simultaneously with proficiency in data analysis and reporting capabilities
• Extensive experience developing cases, insights, and change proposals as well as delivering influential messages with senior leaders
• Experience partnering with light automation and technology teams to develop and drive process enhancements
• Familiar with process improvement techniques and frameworks
• Advanced project management skills, with experience in XTRAC, Salesforce, Archer, Jira, and other customer account tools
• Works with a high sense of urgency and demonstrates good judgment in decision making or problem resolution
• Possess strong and effective verbal and written communication skills
• Critical thinker with excellent follow through skills
• Strong attention to detail, organizational skills, and planning and time management
• Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting, Charitable Investment Advisor Program, and Complex Assets
• Available and flexible with overtime as requested

Responsibilities

• Responsible for all talent management and development practices including recruiting, coaching, development, and performance management
• Develop and implement the strategy for the account management process with clear objectives and key performance indicators for the team. Use data-driven approaches to identify trends, forecast needs, and drive strategic decisions.
• Identifies, prioritizes, and drives key advances in process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
• Implement new tools, technologies, and methodologies to enhance procedures and team effectiveness
• Design and lead efforts to fully automate and digitize the account management experience and related procedures
• Lead, coach, and develop high-performing team members as well as cultivate a collaborative and customer-centric team culture.
• Defines and establishes accountability to the successful achievement of multiple team goals and objectives.
• Track team performance and account management metrics, providing regular reports and actionable insights to senior management.
• Establishes and maintains strong relationships within Account Lifecycle and cross-functionally
• Resolves highly complex or non-routine operational issues or inquiries from senior-level or key partners, as needed, including addressing customer concerns or urgent requests
• Provides guidance on internal activities and initiatives improve the overall associate and client experience
• Maintains familiarity with industry practices and seeks opportunities to continuously innovate and improve lifecycle management strategies
• Serves as back-up for Account Lifecycle leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Manager