Operations Manager, Client Experience
About The Position
The Role This team has multiple manager openings. This opportunity will be filled at a Grade 5 or Grade 6 salary level depending on experience. Do you want to work for a fast paced, growing organization where people make the difference? Do you thrive on developing associates and collaborating with peers across teams/sites? Join us as an Operations Manager in FCCS where you will be leading associates, educating, and resolving complex day to day operational issues for our Custody clients. Our Operations Managers lead a team of Transaction Service Representatives and support one of the following functions: New Accounts and Maintenance- responsible for establishing new accounts and adding/or updating existing features on accounts such as profile updates, access management, checking writing, and problem resolution items. Cashiering- responsible for processing cash transactions including wire transfers, journals, and standing instructions. Transfer of Assets- responsible for processing asset transfers between brokerage firms including ACATS, non- ACATS, gifts, and transfers in-kind. Client Experience Division (CE) provides superior customer service to Fidelity's Custody clients through innovation, dedication, and commitment to excellence. The Ops Manager will coordinate and supervise Transaction Service Representatives (TSR) for Westlake Custody. The Ops Manager will be responsible for direct TSR management, reporting, overtime needs, scheduling and providing daily coaching around transaction processing, productivity and quality. They will be tasked with leading a team addressing high volume ops activity, specialized processing projects and supporting our overall process in standard goals for the broader CE Organization.
Requirements
- Bachelor's Degree with 2+ years Brokerage Operations experience OR 5+ years Brokerage Operations experience required
- Strong CE Custody brokerage workflow knowledge required
- Series 7 Required
- Strong people management skills
- Strong communication / interaction skills
- Ability to navigate the organization, influence, and advocate
- Ability to juggle multiple time-sensitive, competing priorities
- Strong customer service skills
- Strong organization and time management skills
Nice To Haves
- Series 24 Preferred
- Project management experience a plus
- Business analysis experience a plus
Responsibilities
- Direct TSR management
- Reporting
- Overtime needs
- Scheduling
- Providing daily coaching around transaction processing, productivity and quality
- Leading a team addressing high volume ops activity
- Specialized processing projects
- Supporting our overall process in standard goals for the broader CE Organization
- Establishing new accounts
- Adding/or updating existing features on accounts such as profile updates, access management, checking writing, and problem resolution items
- Processing cash transactions including wire transfers, journals, and standing instructions
- Processing asset transfers between brokerage firms including ACATS, non- ACATS, gifts, and transfers in-kind
Benefits
- Fidelity’s Onsite Working Model
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
