Client Service Manager
Job Description:
Note: Fidelity will not provide immigration sponsorship for this position
The Client Services Manager (CSM) is part of the Client Service Management, DC Plan Services organization and is the primary client facing associate responsible for the operational integrity of the plan. The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans.
The CSM establishes, maintains and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration. In addition, they coordinate and prioritize the efforts of the operational service team including serving as the point of escalation for plan level operational issues. The CSM is responsible for reviewing the plan operations to ensure consistent operations with the plan documentation, regulatory changes and recommending services and solutions based on the Client’s and Fidelity’s needs as well as creating and delivering the Periodic Service Review.
Primary Responsibilities
- Consults with client regarding plan record keeping and administration best practices
- Influence client towards data quality standards and ideal service utilization
- Determine fit and influence client towards service and process standardization, optimal configuration and ideal service utilization
- Weighs costs/benefits as they relate to both client and Fidelity’s objectives
- Obtain formal direction from client from proper authorized requestor as required
- Initiate service changes
- Provides education/training on service changes
- Review changes to ensure they were made according to request
- Consult with clients regarding legal ramification of not complying with NDT results
- Assist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)
- Execute on PAECE including delivery of the Record Keeping Review
- Participates with MD and client in business planning process (development of business plan, RPR and input to year end letter) and executes operational business plan items
- Point of escalation for operational issues and service recovery efforts
- Serves as operational consultant during client on boarding for new Implementations and corporate actions
- Responsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes
Education and Experience
- Bachelor's degree preferred
- 5-10 years of relevant experience, preferably with 5 being in defined contribution
- Experience establishing and maintaining relationships with key client operational decision makers
- Experience facilitating client interactions (phone, face to face)
Skills and Knowledge
- Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
- Maintain control of situations through appropriate positioning and escalation
- Relationship professionals
- Impacts organization through mentoring and coaching of others
- Critical thinking
- Have mastered influencing skills and active listening
- Top notch client skills
- Has extremely strong consultative skills
- Takes control of situations, brings teams together and facilitates problem solving
- Feels fully accountable and drives ownership
- Strong regulatory knowledge of 401 (k) and defined contribution plans, NQ plans, products and application
- Ability to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution
- Demonstrated ability to negotiate with clients and all business partners
- Ability to manage a book of dedicated clients and prioritize efforts to meet the needs of client and firm
- Technical and operations knowledge
- Ability to project manager, set priorities, meet goals and deadlines
- Use of judgment and ability to influence and execute strategies with clients
- Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship
- Microsoft Office applications are a plus
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.
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.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
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.
