Client Service Manager II - Clearing Client Management - Wealth Client Experience

Fidelity will not provide immigration sponsorship for this position.

About the role

As a FCCS Client Service Manager (CSM), you oversee the operations, service, and digital experience for your assigned Clearing correspondent broker-dealer clients. The CSM role is primarily focused on project management, high-level initiatives and escalations, and utilizing strategic partnerships across the NF platform. In partnership with the Relationship Manager, you represent an elite service team and the face of Fidelity dedicated to your correspondent client and their business.

The Team

Fidelity Institutional Client Experience Division (CE) provides superior customer service to Fidelity's Clearing correspondent broker-dealer clients through innovation, dedication, and commitment to excellence. The CSM ensures a flawless and robust service experience for our clients by developing strong relationships to build lasting trust, loyalty, and satisfaction.

Requirements

• 10+ years Brokerage Operations and/or Service experience
• Client-facing experience highly preferred
• Project management experience preferred
• Business analysis and consulting experience a plus
• Relevant Bachelor’s degree preferred
• Series 7 license preferred

Skills

• Exceptional interpersonal and client service skills
• Success in developing strong professional relationships
• Problem solving and consultative skills
• Ability to manage execution of initiatives
• Industry/brokerage knowledge

Responsibilities

• Optimize the client service experience by building strong relationships with key decision makers at your correspondent firm and their direct reports, identifying opportunities to drive high satisfaction, quality, and efficiency for both your client and Fidelity.
• Improve operational efficiency by educating and training your correspondent firms on using technological tools, sharing operational standard methodologies, and assisting clients in using Fidelity’s service model.
• Serve as an advocate for your client correspondent firms by being the voice of your client to our service, processing, product, and Risk, Legal, and Compliance organizations.
• Manage pivotal initiatives and projects leading to higher client satisfaction and operational efficiency, and share operational metrics with your correspondent clients showing how they are performing on the platform.
• Represent Fidelity as an operational consultant to your correspondent clients.

Schedule

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.

Pay

The base salary range for this position is $66,000–125,000 USD per year. Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors. Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

Benefits

• Comprehensive health care coverage and emotional well-being support
• Market-leading retirement benefits
• Generous paid time off and parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career