Senior/Director, Client Service Manager at Fidelity Investments

Merrimack, New Hampshire, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Investment ManagementIndustries

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, Health Savings Account, Student Debt, Goal Booster with Payroll and Workplace Giving)
Bachelor’s degree or equivalent work experience
FINRA licenses permitted but not required
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
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

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
Serve as 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
Collaborate with a matrixed service team to deliver contractual commitments to strategic clients
Partner with Managing Directors and Product Management to implement new products, services, and features to consistently evolve Fidelity’s offering
Work closely with specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service

Skills

Client Service Management

Workplace Benefits

Defined Contribution

Plan Administration

Matrixed Environment

Leadership

Stakeholder Influence

Problem Solving

Relationship Building

Strategic Consultation

Financial Services

Fidelity Investments

Investment management and financial services provider

About Fidelity Investments

Fidelity Investments offers a range of financial services and tools designed to help individuals manage their investments and stay informed about the markets. Their products include mobile applications and market monitoring tools that provide users with real-time market quotes, news, and trading capabilities. For example, the Fidelity Market Monitor for Glass delivers daily market quotes directly to Google Glass, while the Fidelity app for Windows Phone 8 allows users to access news and trading tools on their mobile devices. Additionally, features like the Watch List Visualization for iPad help users track stock price changes over time using a heatmap. What sets Fidelity apart from its competitors is its focus on integrating new technologies and user-friendly interfaces to enhance the investment experience. The goal of Fidelity Investments is to empower individuals with the information and tools they need to make informed financial decisions.

Boston, MassachusettsHeadquarters

1946Year Founded

$120,238.8MTotal Funding

DEBT_FINANCINGCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Mental Health Support

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Student Loan Assistance

Tuition Reimbursement

Risks

Loss of key personnel like Gita Bal may impact Fidelity's research capabilities.

Increased competition from Vanguard's new division could draw clients away from Fidelity.

Potential reputational risk from Bitcoin ETF outflows could affect Fidelity's offerings.

Differentiation

Fidelity Labs offers innovative beta products like Market Monitor for Google Glass.

Fidelity's mobile solutions are available on multiple platforms, including Windows Phone and iPad.

Fidelity's Open Limit Order Visualization provides unique insights into order execution proximity.

Upsides

Increased adoption of wearable tech could boost Fidelity's mobile solutions.

Growing interest in Bitcoin ETFs suggests expansion in Fidelity's digital asset offerings.

Rise of AI could benefit Fidelity's data analytics and AI-driven investment strategies.

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