Sr. Client Service Manager / Director, Client Service Management

Fidelity will not provide immigration sponsorship for this position.

About the Role

The Client Services Manager (CSM) demonstrates strong client consulting skills and deep knowledge of Health and Welfare plan provisions, regulatory, compliance, and client provisional nuances. Under minimal direction, the CSM serves as the recordkeeping services plan expert and primary communication point for clients regarding their Health and Welfare recordkeeping services, including client and participant user interfaces.

Requirements

• BS or BA required; MBA preferred
• CEBS Certification desired
• 5–7 years of Health and Welfare benefits administration, outsourcing administration with client interaction
• Effective organizational, time management, facilitation, and prioritization skills
• Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements and process improvements with sound business judgment demonstrating confidence in building a case with a successful outcome
• Ability to influence, negotiate, and complete strategies with internal and external customers
• Strong and effective communication skills
• Demonstrated ability to balance customer service with the ability to perform high-level cost, risk, and benefit analysis without compromising quality customer service
• Strong proficiency with Microsoft Office products

Responsibilities

• Manage multiple client relationships of varying complexity and develop strong influential business relationships with key staff at the client and with internal team members
• Ensure high quality and timely delivery of recordkeeping services
• Lead productivity improvements associated with servicing the assigned relationships
• Provide mentor support for new CSMs and participate in process improvement initiatives
• Develop and manage the relationship between the client and Fidelity Health Care service (Health and Welfare and Health Savings Accounts) to ensure the client recognizes the quality of service being provided, creating referenceable clients
• Proactively review client administration quality, accuracy, and optimal efficiency, executing appropriate corrective action and/or continuous efficiency improvement
• Accountable for management of administration to perform to standards or performance guarantees
• Raise and actively participate in the resolution of service issues
• Manage quality of the service by leading and managing the performance of the Health and Welfare virtual team to ensure the service meets the client's needs
• Ensure plan documentation is maintained accurately and is signed off by the client
• Deliver timely training or communication to business partners
• Understand the objectives and initiatives related to client projects and work with the organization to ensure project resources are allocated
• Ensure all Health and Welfare products and services are presented to the client in a timely manner; work with the Product Team and Relationship Management during product rollout and maintenance phases
• Oversee the Annual Enrollment process each year, including kick-off and post-project presentations, discovery, consulting on best practices, introducing new plan design, testing, and approving communication pieces prepared for the client
• Prepare and deliver recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews
• Support the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s)
• Know and understand the assigned client(s) contract, specific to the Health and Welfare Statement of Work for services administered

About the Team

As a leader in the Client Services Management community, you will ensure that services, practices, and processes employed by all business partners meet the client's business needs and are based on sound business decisions, cost, risk, and benefit analyses, and profitability considerations. As a member of Fidelity Health, we help our clients and participants make better health decisions so they can navigate their journey with confidence.

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.