Participant Services Manager

Fidelity Investments•Covington, KY

21h•Hybrid

About The Position

Your passion to coach, develop, and lead others enables you to build a culture of associate engagement and deliver exceptional business results. You understand the ins and outs of what it takes to be successful and motivate others to achieve their goals. Participant Services associates provide Defined Contribution, Defined Benefit, Tax Exempt, and Health & Welfare education and solutions to our customers with a mission of helping participants navigate their workplace benefits while delivering an extraordinary customer experience. You’ve got the service gene and motivate others to put it to use! You are an influencer who consistently makes a positive impact. You are passionate about coaching, managing, and leading approximately 20 associates to work collectively towards a common goal. You’re a motivator, energized by a dynamic environment and passionate about change. You can coach to key behaviors that help drive business results and empower others to embrace feedback and cultivate an environment focused on growth and development. You inspire others to create the best customer experience possible. In addition to leading your team, you’ll take a leadership role in a dynamic organization, partnering with your peer managers to build a positive and engaging site culture and associate experience. Participant Services Managers are the front-line leaders of our organization. The effort and success our financial associates bring to the firm is a mirror image of the value you bring. Our associates are the key element to success as we know and believe that an excellent customer experience can turn into a lifetime relationship for Fidelity. Your talent and skills are invaluable and appreciated by all.

Requirements

2+ years of management experience, preferably in a service-related role
Exceptional interpersonal and client service skills
An ability to manage a multi-goal scorecard and develop responsive action plans based on your experience and root cause analysis
Your ability to coach and engage associates in identifying roadblocks they’re facing and help them overcome obstacles
You’re a problem-solver and inspire creative solutions
You have strong communication skills
You know how to adapt and be flexible when the business changes
Your proven ability to build relationships across the organization

Nice To Haves

WI product knowledge (DC, DB, and/or TEM) preferred
College degree or comparable work experience

Responsibilities

Coaching, managing, and leading approximately 20 associates to work collectively towards a common goal
Coaching to key behaviors that help drive business results
Empowering others to embrace feedback and cultivate an environment focused on growth and development
Inspiring others to create the best customer experience possible
Partnering with peer managers to build a positive and engaging site culture and associate experience
Building lifetime relationships and playing a critical role in associate experience
Finding opportunities within the business to help create solutions for success
Supporting associates daily and coaching to desired behaviors
Cultivating an environment of passion, growth, and development
Leading others through change
Implementing standards for optimized delivery performance aligned with industry standard
Communicating the state of project work to impact results on a site level
Partnering with different groups across the organization to align and inform others of future development
Carefully managing, monitoring and reporting results along with assessing and mitigating risk