Manager, Client Service

Fidelity Investments • Smithfield, RI

2d • Hybrid

About The Position

The candidate will be a member within an evolving team which is reinventing core brokerage processes and technologies to meet changing customer and industry needs. The right individual will apply deep analytical skills and extensive brokerage knowledge to drive and implement various processes in relevant areas to ensure that they support the highest standards for customer service. The areas in focus for this role are to develop and implement a world-class digital service model by collaborating across the multiple operations groups and microservices that support the clearing firm. The coverage will range from client integration and onboarding to account opening and supporting trade inquiries on equity, options and mutual fund products. Collaborate with business partners, product managers, tech developers and where necessary third-party vendors to deliver impeccable client service. Develop tools to analyze and improve client service and communication models. Gather external feedback to drive process improvements or new product development Contribute to the ongoing gathering and analysis of relevant platform data and key measures which support the continuous optimization process just described.

Requirements

• Strong subject matter expertise relative to the products and processes listed above
• 5+ years Brokerage Operations and/or Service experience in the financial services industry
• Client facing experience highly preferred.
• Experience in supporting correspondents and RIA’s a plus
• Strong customer service orientation with the ability to: Prioritize and resolve customer service issues, maintain professionalism and focus under pressure, identify and escalate pattern anomalies and understand complexity and communicate clearly
• Understanding of how technology is designed and adapted to support financial services
• Analytical prowess decomposing complex processes and solving puzzles
• Good knowledge management and documentation skills
• Attention to detail; intolerance of design clunkiness and process inefficiency; Positive attitude and excellent interpersonal, relationship, leadership and motivational skills
• Series 7 required
• Series 63 preferred, required to obtain within 60 days

Nice To Haves

• Client facing experience highly preferred.
• Experience in supporting correspondents and RIA’s a plus

Responsibilities

• Collaborate with business partners, product managers, tech developers and where necessary third-party vendors to deliver impeccable client service.
• Develop tools to analyze and improve client service and communication models.
• Gather external feedback to drive process improvements or new product development
• Contribute to the ongoing gathering and analysis of relevant platform data and key measures which support the continuous optimization process just described.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees