Senior/Director, Client Service Manager

Job Description:

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.

The Expertise You Bring

• 8-12 plus 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
• FINRA licenses permitted but not required

The Skills You Bring

• 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

The Value You Deliver

• 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

Salary Grade

• Senior, CSM – grade 6 or Director, CSM – grade 7 based on skills and work experience

Travel

• Required – between 10% -15% of the time annually

Location

• This position will entertain west or mountain candidates for remote option

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.