Client Service Manager III - (Custody) - Wealth Client Experience

The Role

The Client Service Manager III (CSM III) serves as the primary point of contact for a select group of Registered Investment Advisors (RIAs) who have custody assets with Fidelity, primarily within the Premium segment. This role is responsible for servicing, educating, and resolving day-to-day operational needs while managing complex client relationships. You will oversee a small book of large, sophisticated advisory firms (typically $1B+ in assets), requiring deep understanding of each firm’s structure, business model, and service needs. You will manage inbound call volumes, supervise email and NIGO activity, and partner closely with internal teams including operations and Client Service Representatives (CSRs) to ensure seamless service delivery. Additionally, you will coordinate with cross-functional Fidelity business partners, advocate for clients on complex issues, and support firms in adopting new tools and technologies.

Expertise and Skills

• Bachelor’s Degree preferred
• 5+ years of operations and/or client service experience in financial services
• Series 7 required
• Strong knowledge of brokerage and/or custody industry
• Core Skills:
• Excellent interpersonal, verbal, and written communication skills
• Strong analytical thinking with ability to solve complex problems
• Prominent leadership and collaboration skills
• Ability to thrive in fast-paced, cross-functional environments
• Intermediate to advanced proficiency in Microsoft Office
• Additional Strengths:
• Ability to manage and prioritize high-volume workflows (calls, emails, NIGOs)
• Strong client advocacy mindset with a “client-first” approach
• Skilled at influencing clients to adopt technology and process improvements
• Effective time management and execution skills
• Curiosity and drive for continuous improvement and innovation

The Team

The Client Service Manager III operates within the Client Experience (CE) division at Fidelity Clearing & Custody Solutions (FCCS). This team is responsible for delivering overarching service strategy and day-to-day support to a diverse client base, including RIAs, asset managers, banks, and broker-dealers. Within CE Custody, Firms Are Segmented Into Three Tiers:

• Core – smaller advisory firms
• Preferred – mid-market firms
• Premium – largest and most complex firms

As a CSM III, you will support firms in the Premium segment, working closely with:

• Operations teams who process client requests
• Client Service Representatives (CSRs) who support emails, NIGOs, and phone coverage
• Internal business partners across Fidelity to address complex client needs

The team is highly collaborative, fast-paced, and focused on delivering exceptional client experiences while driving innovation and operational excellence.

How Your Work Impacts the Organization

The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity, in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

Organization Information

Note: This role does not support sponsorship. 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.

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.