Manager, Client Service Operations

Fidelity • Covington, KY

7d

About The Position

The Role Defined Contribution, Non-Qualified and HSA knowledge and experience required. As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K clients. The role partners with Managing Directors and Product Management to implement new products, services, and features to consistently evolve Fidelity’s offering. You will work closely will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service. Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans. Managing plan administration to perform to standards and performance guarantees. Demonstrating an understanding of the objectives and initiatives related to client projects and work with the organization to ensure that resources are allocated, project plans are defined, utilized and executed to ensure that deliverables are met Raising and participating in the resolution of service issues (e.g., participant, reputational, risk/compliance related) appropriately within the organization Utilizing your deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management You will identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates

Requirements

• Defined Contribution, Non-Qualified and HSA knowledge and experience required.
• 5+ years of benefits administration, outsourcing administration or retirement experience required.
• Proven understanding of 401(k) regulations and their application to plan administration.
• Effective oral and written communication skills.
• Demonstrated ability to manage client issues.
• Exemplify strong interpersonal skills and customer service approach to solving problems.
• Ability to initiate and maintain overall accountability for client specific and department initiatives and projects.
• Ability to multitask, work in a fast paced, changing priority environment, problem solve, and make decisions.

Nice To Haves

• Bachelor’s degree preferred.
• 3+ years of experience in a client facing role highly desired.

Responsibilities

• Daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
• Manage plan administration to perform to standards and performance guarantees.
• Demonstrate an understanding of the objectives and initiatives related to client projects and work with the organization to ensure that resources are allocated, project plans are defined, utilized and executed to ensure that deliverables are met.
• Raise and participate in the resolution of service issues (e.g., participant, reputational, risk/compliance related) appropriately within the organization.
• Utilize deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management.
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates.

Benefits

• Comprehensive health care coverage
• Emotional well-being support
• Market-leading retirement
• Generous paid time off
• Parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment
• Tuition reimbursement
• Learning resources to develop your career

What This Job Offers

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