Director, Client Service Operations

About the role

This leadership role leads a team of exempt Client Service Managers (CSMs) within the Workplace Investing – Defined Contribution Large/Select Corporate Markets. CSMs have primary responsibility for leading all operational functions for Defined Contribution, Non-Qualified, and Health Savings Accounts with our clients. Your success is measured through client satisfaction, loyalty, and retention results, improving operational scale and overall leadership of the team. Requires a desire and ability to participate in and lead cross-functional initiatives which have significant business impact.

Responsibilities

• You have knowledge of DC, NQ, HSA plans and ERISA as well as emerging products such as Charitable Giving and Student Debt.
• You bring leadership experience. Direct associate to manager experience is not required but is preferred.
• You have varied experience in providing client service.
• You are an outstanding relationship builder and communicator.
• You are flexible, can easily shift priorities and bring excellent planning, organizational, influence and communication skills.
• Ability to implement strategies for optimally running the team's book of business.
• Ability to monitor associate performance to ensure targets are met and/or exceeded; takes corrective action and implements plans as needed.
• Ability to coach, mentor, recognize, motivate and develop associates, evaluating performance, balancing individual workload, compensation planning and analysis, interviewing and hiring decisions.
• Enjoy interacting with clients in various roles and act as a point of escalation.
• Strong problem-solving skills. Able to gather and assess client feedback, mentor internal team behaviors to improve interactions, and apply effective conflict resolution skills.
• Strong presentation skills and willingness to participate in Sales meetings.
• Able to enjoy partnering with internal business partners at various levels to establish an integration of functions.
• Internal interactions and relationships occur with Managers, Directors, Vice Presidents and Senior Vice Presidents within one’s organization as well as across other business units.
• Enjoy mentorship and oversight to mitigate, eliminate or reduce operational risk for sophisticated issues to protect our clients and the firm from financial and regulatory risk.
• Enjoy promoting and working through new trends, technology and changing demands.
• Thrive in a climate that supports collaboration between differing viewpoints and teams.
• Can build credibility and trust with diverse partners that can be used in future interactions.
• Promotes and demonstrates diversity and inclusion.

Requirements

Note: If you are a FINRA registered internal employee who is considering moving to a non-licensed role, you may want to proactively have a conversation with the hiring manager to understand the potential impact on your registrations before a final hiring decision is made.

Qualifications

• Salary Grade: 7
• 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: Client Service Operations

Skills

• Ability to implement strategies for optimally running the team's book of business.
• Ability to monitor associate performance to ensure targets are met and/or exceeded; takes corrective action and implements plans as needed.
• Ability to coach, mentor, recognize, motivate and develop associates, evaluating performance, balancing individual workload, compensation planning and analysis, interviewing and hiring decisions.
• Enjoy interacting with clients in various roles and act as a point of escalation.
• Strong problem-solving skills. Able to gather and assess client feedback, mentor internal team behaviors to improve interactions, and apply effective conflict resolution skills.
• Strong presentation skills and willingness to participate in Sales meetings.
• Able to enjoy partnering with internal business partners at various levels to establish an integration of functions.
• Internal interactions and relationships occur with Managers, Directors, Vice Presidents and Senior Vice Presidents within one’s organization as well as across other business units.
• Enjoy mentorship and oversight to mitigate, eliminate or reduce operational risk for sophisticated issues to protect our clients and the firm from financial and regulatory risk.
• Enjoy promoting and working through new trends, technology and changing demands.
• Thrive in a climate that supports collaboration between differing viewpoints and teams.
• Can build credibility and trust with diverse partners that can be used in future interactions.
• Promotes and demonstrates diversity and inclusion.

Benefits

Note: 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.