Senior Client Service Manager | London, UK

Senior Client Service Manager

Fidelity Investments
London, United Kingdom

Job Description:

The Role

Do you want to work for a fast paced, growing organization where you can make a difference? Do you thrive on providing outstanding client service? Join us as a Stock Plan Services (SPS) Client Service Manager (CSM) where you will apply a customer obsessed lens for our retail corporate clients in servicing, training, innovating, and resolving operational issues.

• Responsible for providing the highest levels of customer service on a consistent basis. Resolve sophisticated issues accurately and in a timely manner.
• Coordinate client driven events such as stock vesting and distributions.
• Train clients to use the Fidelity client management system and its functionality.
• Connect with various business partners including Managing Directors, Operations, the broader WI service teams, and the retail phone teams. This includes meetings with the management team to present recommendations and status updates.
• Daily phone and sometimes face-to-face contact with clients (senior and daily contacts) for resolution of client or their employees' issues.
• Provide recommendations to meet client needs for servicing.
• Educate clients on how they can harness the full power of Fidelity setting them and their participants up for success.
• Identify and implement process improvements to support the adoption of service or operational best practices.
• Engage in broader organizational impact and knowledge sharing such as serving as a proactive product SMEs, acting as a leader in your POD, maintaining ownership of some of the CSM|CM training, mentoring new hires.

The Expertise and Skills You Bring

• Bachelor's Degree preferred
• 5+ years of brokerage operations, and service experience and/or equity compensation experience.
• Client facing experience preferred
• Your excellent interpersonal, verbal, and written communication skills.
• Your ability to work well on teams in fast-paced, cross-collaborative environments.
• You think analytically and deliver solutions to complex challenges.
• Your proven leadership skills.
• Your ability to deliver outstanding results quickly and efficiently, applying effective time management skills.
• Your project management, influencing, and process improvement experience
• Your intermediate to sophisticated knowledge of Microsoft Office applications (including, but not limited to Word, Excel, One Note and PowerPoint)

The Team

Our team of SPS Client Service Managers are passionate about doing what is right for our clients and their employees. Our people are our greatest asset and differentiate our service offering. They partner with the rest of our service team (Managing Directors, Communication Managers, Financial Analysts) to deliver exceptional service. The CSMs are solutions oriented and create better outcomes for our clients and their employees through proactive engagement optimizing their plan performance. Additionally, they minimize risk to both Fidelity and our plan sponsors through event management routines and operational improvement initiatives.