Manager/Sr. Manager, Brokerage Operations

Fidelity Investments • Westlake, TX

1d • Hybrid

About The Position

The Role As a Brokerage Operations Manager/Senior Manager, you will play a critical role in leading a team of 10–15 professionals dedicated to delivering exceptional service to Fidelity Brokerage Company clients across multiple business lines. In this leadership position, you will: Drive Strategic Direction: Collaborate with senior leadership to define departmental strategy, set priorities, and align operational goals with organizational objectives. Lead and Develop Talent: Mentor and coach team members to achieve productivity, quality, and service excellence. Foster a culture of continuous improvement and professional growth. Ensure Outstanding Client Experience: Oversee service delivery to maintain superior customer satisfaction, manage escalated issues, and uphold service-level commitments. Optimize Operational Performance: Leverage resources to meet daily service targets, forecast staffing needs, and implement process improvements that enhance efficiency and reduce risk. Build Strong Partnerships: Serve as a liaison between business units, cultivating relationships with key stakeholders and business partners to support collaboration and shared success. Influence and Inspire: Provide clear direction, communicate priorities effectively, and lead by example to build high-performing teams aligned with a common vision. The Team The Operations & Services Group (OSG) provides superior service to Fidelity's businesses through innovation, dedication, and commitment to excellence. In operating divisions located throughout the country, OSG provides securities execution, clearance and risk management services to retail, institutional and correspondent clients. OSG is comprised of different departments such as Account Services, Margin and Global Settlements, Asset Services, Compliance, Strategy & Planning, Capture Services, Mutual Funds and Brokerage Services, Treasury and Tax Services. This position is within the Money Movement division and supports transactions between Fidelity and external firms, internal Fidelity accounts and distributions to the end client.

Requirements

• A bachelor’s degree
• Experience within the financial services industry, brokerage operations preferred
• Series 7 required
• Series 9/10 or 24 required within 12 months of hire
• A passion for managing and leading people
• A history of successfully managing/leading teams
• The ability / desire to dig deep into a process and understand operational gaps and blind spots
• The confidence to make thoughtful and data driven decisions on adjustments for complex, escalated or exception items

Responsibilities

• Drive Strategic Direction: Collaborate with senior leadership to define departmental strategy, set priorities, and align operational goals with organizational objectives.
• Lead and Develop Talent: Mentor and coach team members to achieve productivity, quality, and service excellence. Foster a culture of continuous improvement and professional growth.
• Ensure Outstanding Client Experience: Oversee service delivery to maintain superior customer satisfaction, manage escalated issues, and uphold service-level commitments.
• Optimize Operational Performance: Leverage resources to meet daily service targets, forecast staffing needs, and implement process improvements that enhance efficiency and reduce risk.
• Build Strong Partnerships: Serve as a liaison between business units, cultivating relationships with key stakeholders and business partners to support collaboration and shared success.
• Influence and Inspire: Provide clear direction, communicate priorities effectively, and lead by example to build high-performing teams aligned with a common vision.

What This Job Offers

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