Senior Manager, Brokerage Money and Asset Movement

Fidelity Investments•Westlake, TX

About The Position

As a Brokerage Operations Manager in the Account Management, Transfer of Assets and Money Movement division, this role sets department direction and strategy while developing a culture of learning. The manager mentors, develops, and leads associates to deliver an exceptional client experience. The division supports transfers between Fidelity and external firms, transfers between internal Fidelity accounts, and distributions to end clients. The role leads a team of 10–15 non-exempt employees serving Fidelity Brokerage Company customers across Personal Investing and Clearing and Custody. It oversees service levels, staffing, employee development, complex and escalated items, and operational execution. The position also works across business units and with clients and business partners to meet service goals, improve customer satisfaction, support aligned projects, and address high-risk or high-exposure items. Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Onsite expectations vary by role and location and may evolve; the transition does not apply to fully remote roles.

Requirements

Bachelor's degree.
Experience within the financial services industry.
Series 7, Series 63, and either Series 9/10 or Series 24 must be acquired within 12 months of hiring.
Strong managerial and people skills, including the ability to develop talent and teams.
Ability to drive efficiency, productivity, unit cost, and utilization.
Dedication to improving quality and process measurement in a fast-paced, customer-service-driven environment.
Strong analytical and collaboration skills.
Ability to cultivate a highly interactive and engaged work environment.
Ability to influence others and interact with all levels of the organization and appropriate business partners.
Ability to establish relationships, leverage networks, encourage a common vision, provide clear direction and priorities, and build effective teams.
Strong project management skills and experience.

Nice To Haves

Experience in brokerage operations.

Responsibilities

Lead 10–15 non-exempt employees providing responsive service to Fidelity Brokerage Company customers across Personal Investing and Clearing and Custody.
Mentor and develop employees to achieve productivity and quality targets and deliver an outstanding customer service experience.
Staff for forecasted volumes and service levels and supervise the client service experience.
Communicate the business vision and direction throughout the department and across Fidelity.
Act as a liaison between business units and maintain strong relationships with key clients and business partners.
Provide effective coaching and employee development to attract and retain talent.
Facilitate decisions on procedures and adjustments for complex, escalated, or exception items.
Use available resources to meet daily service targets, improve customer satisfaction, support projects aligned with company direction, and handle high-risk or high-exposure items.
Maintain flawless execution for processing and service items.
Set the department's direction and strategy and foster a culture of learning.