Senior/Director, Client Service Manager

Fidelity • Merrimack, NH

4d • Hybrid

About The Position

Senior/Director, Client Service Manager The Role You will be the primary Fidelity client service contact for Defined Contribution (e.g., Qualified, Non-Qualified) and Workplace Benefits for some of Fidelity’s largest institutional clients. As the main contact, you collaborate with a matrixed service team chartered to deliver contractual commitments to strategic clients. The role partners with Managing Directors and Product Management to implement new products, services, and features to consistently evolve Fidelity’s offering. You will work closely will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service. The Team The Strategic Market CSM organization provides record keeping to more than 330 clients representing more than $1.5 trillion assets under administration and 11 million participants. Our clients view us as a trusted partner who demonstrates expertise in client services, specializes in workplace benefits and uses the power of Fidelity’s community to generate greater well-being for strategic market clients.

Requirements

• 8-12+ years of experience within the financial service industry with client facing expertise
• Demonstrated understanding and experience with Workplace Benefits plan administration (e.g., Defined Contribution, Non-Qualified, Heath Savings Account, Student Debt, Goal Booster with Payroll and Workplace Giving)
• Bachelor’s degree or equivalent work experience
• Strong leader with ability to influence and navigate within a highly complicated, matrixed environment
• Demonstrated ability to deliver against challenging goals and objectives
• Excel in providing proactive consultation to external clients and internal partners
• Possess the ability to build relationships with individuals at all levels of the organization
• Strong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clients
• Proven track record to provide solutions to complicated issues; a naturally creative problem solver who can work with colleagues and business partners in new and different ways to deliver results
• Balance and prioritize multiple, concurrent objectives while meeting or exceeding targets

Nice To Haves

• FINRA licenses permitted but not required

Responsibilities

• Handle day-to-day record keeping for a defined set of strategic market clients, representing $10-$20 billion record keeping assets
• Generate new points of view, champion bold ideas, and collaborate with more than 25 Workplace Investing and Fidelity functional business partners to define innovative solutions and implement scalable practices
• Possess and convey experienced knowledge of workplace products, plan sponsor plan provisions and governing body regulations
• Identify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partners
• Understand client service requests and coordinate with internal business partners to effectively scope effort and cost, allocate appropriate resources, define project plan, and deliver against agreed upon timeline
• Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees