Operations Manager, Client Experience

Fidelity•Westlake, TX

1d•Onsite

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. The Team The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ('FCCS'), which includes banks and broker dealers in the clearing space and registered investment advisors ('RIA'), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity; in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

Requirements

Bachelor's Degree with 2+ years Brokerage Operations experience OR 5+ years Brokerage Operations experience required
Strong CE Custody brokerage workflow knowledge required
Passion to lead and develop others to success
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

Leading associates, educating, and resolving complex day to day operational issues for our Custody clients.
Lead a team of Transaction Service Representatives and support one of the following functions: New Accounts and Maintenance, Cashiering, or Transfer of Assets.
Coordinate and supervise Transaction Service Representatives (TSR) for Westlake Custody.
Direct TSR management, reporting, overtime needs, scheduling and providing daily coaching around transaction processing, productivity and quality.
Lead a team addressing high volume ops activity, specialized processing projects and supporting our overall process in standard goals for the broader CE Organization.
Supporting divisional business needs, while maintaining a 'client first' mentality.
Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
Driving high satisfaction, quality and efficiency for both the client and Fidelity.
Delivering superior results quickly and efficiently, utilizing effective time management skills.
Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
Bringing energy and excitement to your role every day.