Job Description:
Senior/Director, Client Service Manager
*Please Note: The hiring manager will be hiring at a Senior OR Director level based on candidate experience
The Role
You will be the primary Fidelity client service contact for the non-qualified product 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 clients. The role partners with the Defined Contribution Client Service Manager, NQ Service Delivery Manager, Managing Directors and Product Management to implement new 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.
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The Team
The Non-Qualified Client Service Manager is part of the Client Service Management organization who provides record keeping to over 1,600 qualified and non-qualified clients. 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 large, select and strategic market clients.
The Expertise You Bring
- 8-12+ years of experience within the financial service industry with client facing expertise
- Deep knowledge and experience with non-qualified plan administration
- Bachelor's degree or equivalent work experience
- FINRA licenses permitted but not required
The Skills You Bring
- Strong leader with ability to influence and navigate within a highly complicated, matrixed environment
- Excellent interpersonal and client communication skills
- Ability to explain technical information in a manner that is understandable to external clients and internal business partners
- Strong organizational skills and attention to detail
- Strong Problem-Solving Skills and implementing solutions
- 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
The Value You Deliver
- Handle day-to-day record keeping for a defined set of non-qualified clients across various market segments (Large, Select and Strategic)
- Deliver seamless plan administration support for non-qualified plans, providing subject mater expertise related to operations of these plans to clients and internal partners
- 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 non-qualified product, 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
- Serve as a non-qualified expert on assigned clients
- Provide support to clients when modifying plan features
- Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience
Travel
- Required - between 10% -15% of the time annually
Certifications:
Category:
Client Service Operations
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.