Client Service Manager

Location
Boston, MA
Posted
March 12 2019
Ref
1902888
Industry
Securities
Since 1997, Fidelity Corporate Actions Solutions (FCAS), a wholly owned subsidiary of Fidelity Investments, has been a trusted source for comprehensive, accurate, and timely corporate action data. Firms today are seeking new ways to cut costs, increase productivity, and meet new levels of regulatory oversight. To accommodate those needs, we have adapted our model to deliver more intelligent corporate actions data solutions to our clients.

The Team

Reporting to the Director of Client Service Team, the Client Service Manager will manage the day to day relationship for approximately 3-8 clients, exhibiting strong knowledge of the corporate actions market as well as products and services offered by FCAS. The Client Service Manager will dedicatedly consult with clients, gaining a deep understanding of their business, monitor and report back on clients SLA's, identify and highlight specific trends in data usage and inquiries and recommend solutions that will add value to their organizational objectives. The Client Service Manager will also act as the client advocate within the FCAS organization to ensure client issues or requests are presented to all internal partners and helping to set prioritization of solutions.

The Expertise You Have
  • Bachelors degree required. Advanced degree a plus
  • 5-10 years of meaningful Financial Services and Client Service Management experience required
  • Experience with Corporate Actions workflows, market data, and back office processing
  • Prior business and/or systems analysis experience a plus


The Skills You Bring
  • Proven experience working with various partners across complex and matrixed organizations
  • Prior business to business customer service experience, required
  • Financial business analysis and/or consulting experience a plus
  • Complex negotiation and facilitation skills; focused internally and externally
  • Complex analytical skills
  • Financial analysis and P&L management
  • Strategic perspective and decision-making working with complex clients
  • Strong communication skills: written, presentation, and the ability to articulate multiple messages

The Value You Deliver
  • Manage the day to day relationship with FCAS data and workflow clients to ensure overall happiness with service offerings
  • Manage regular client status meetings in order to identify and report back on client issues and improvement requests
  • Proactively identify potential client problems or issues. Handle challenging client interactions and solves highly complex problems independently.
  • Craft and deliver regular Client Service Reviews detailing in depth analysis of client use of their corporate action data, trending on their data and software inquiries and timeliness of their inbound/outbound file deliveries
  • Analyze and diagnose client situation through a variety of lenses and share a solution with the client to link the strategy to the Fidelity resources.
  • Gather client feedback and on their enhancement/defect requests and work within Client Agile Track to prioritize and schedule.
  • Participate in Client Forums in order to help communicate FCAS technology vision and Product Roadmap.
  • Maintain comprehensive knowledge of the multiple platform and technology offerings and product solutions as well as our competitive position within the marketplace and be able to provide training on the full suite of product functionality for existing workflow clients
  • Build and maintain detailed client happiness action plans to address topics and issues most pertinent to each correspondent
  • Maintain deep understanding of the firm's business activities and appropriate reaction to risk-related events
  • Establish strong partnership with FCAS product, technology, operations and implementation teams to mitigate problems and issues; use internal business partnerships to build solutions that support the customer and support operational efficiency, effectiveness and improvement
  • Act as clients' advocate while maintaining balanced view to protect Fidelity


Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. W e are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelitycareers.com

Fidelity Investments is an equal opportunity employer.
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