Senior Manager, Fidelity Digital Assets Customer Service 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, Digital Assets, CryptocurrencyIndustries

Requirements

Bachelor’s degree or equivalent with 8+ years of experience or Master’s with 6+ years of experience
Significant people management and leadership experience, ideally in a financial operations setting – coaching, performance, escalation, and oversight of daily functions
Working knowledge of service model organization, tools, and structure
Proven project management & decision-making skills
Experience guiding teams through change as the work continues to evolve
Experience using, analyzing, and improving operational workflows in a highly controlled environment
Track record of building and driving a positive team culture
Experience leading projects with functional impact
Experience with oversight and supervision of complex operational processes
Ability to quickly understand complex topics and effectively communicate those to all levels of the organization
Ability to think analytically and deliver solutions to complex challenges
Excellent interpersonal, verbal, and written communication skills
Ability to guide the team through regular change as business priorities change
Innovative ideas and outside the box thinking in support of growing/scaling new business

Responsibilities

Team management/supervision oversight of day-to-day service and operational activities
Mentorship and development of team members
Partner with the broad management team to enhance and develop functional capabilities
Effective risk management/mitigation
Handle complex processes
Lead cross-functional projects
Work closely with Digital Assets Operations, LRC, and leadership teams to ensure understanding of client service and operational needs
Ensure overall client satisfaction and loyalty
Share best practices and drive successful results as a collaborative and resourceful leader
Cover evenings, weekends, and holidays periodically (standard business hours otherwise)

Skills

People Management

Leadership

Team Supervision

Mentorship

Risk Management

Project Management

Decision-Making

Change Management

Operational Workflows

Customer Service

Financial Operations

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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