Client Service Manager

Fidelity Investments Inc.; Covington (KY); On-site; USD 70,000 - 100,000; Full time

Job summary

Fidelity Investments Inc. seeks an experienced Client Services Operations professional in the United States to serve as the main operational contact for benefits administrators, collaborating with service teams and internal partners to evolve Fidelity’s offerings and ensure accurate plan provisions.

The role emphasizes daily review of Defined Contribution, HSA, and Non-Qualified plan administration, maintaining standards and performance guarantees, allocating resources, and addressing service

Qualifications

• Bachelor’s degree preferred; work experience and strong business acumen required.
• Defined Contribution, Non-Qualified and HSA knowledge and experience required.
• 5+ years of benefits administration, outsourcing administration or retirement experience required.
• 3+ years of client-facing experience highly desired.
• Understanding of 401(k) regulations and their application to plan administration.
• Strong oral and written communication skills.
• Demonstrated ability to manage client issues.
• Interpersonal skills and customer service approach to solving problems.
• Ability to initiate and maintain accountability for client initiatives and projects.
• Multitask in a fast-paced, changing priority environment and problem solve.

Responsibilities

• As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to large 401K clients.
• Partner with Managing Directors and Product Management to implement new products, services, and features.
• Work closely with specialized operational groups to implement plan provisions and deliver outstanding service.
• Review daily plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
• Manage plan administration to meet standards and performance guarantees.
• Understand objectives of client projects, allocate resources, define project plans, and ensure deliverables are met.
• Raise and participate in the resolution of service issues (participant, reputational, risk/compliance related).
• Utilize knowledge of plan provisions, DC, HSA, Non-Qualified products, and regulatory risk management.
• Identify and partner with Product and Relationship Management to cross-sell new products and updates.

Skills

Defined Contribution

Non-Qualified

HSA

Benefits administration

Retirement experience

Client-facing experience

401(k) regulations

Communication skills

Customer service

Accountability

Time management

Education

Bachelor's degree

Job description

Fidelity will not provide immigration sponsorship for this position.

Job Description:

The Role

• • Defined Contribution, Non-Qualified and HSA knowledge and experience required.
  • As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K clients.
  • The role partners with Managing Directors and Product Management to implement new products, services, and features to consistently evolve Fidelity’s offering.
  • You will work closely will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service.
  • Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
  • Managing plan administration to perform to standards and performance guarantees.
  • Demonstrating an understanding of the objectives and initiatives related to client projects and work with the organization to ensure that resources are allocated, project plans are defined, utilized and executed to ensure that deliverables are met
  • Raising and participating in the resolution of service issues (e.g., participant, reputational, risk/compliance related) appropriately within the organization
  • Utilizing your deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management
  • You will identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates

The Expertise and Skills You Bring

• • Bachelor’s degree preferred; work experience and strong business acumen required
  • Defined Contribution, Non-Qualified and HSA knowledge and experience required
  • 5 plus years of benefits administration, outsourcing administration or retirement experience required
  • 3 plus years of experience in a client facing role highly desired
  • You have a proven understanding of 401(k) regulations and their application to plan administration
  • You have effective oral and written communication skills You demonstrated the ability to manage client issues
  • You exemplify strong interpersonal skills and customer service approach to solving problems.
  • You have the ability to initiate and maintain overall accountability for client specific and department initiatives and projects
  • You can multitask, work in a fast paced, changing priority environment, problem solve, and make decisions.

The Team

As a member of a dynamic Client Services Management organization, the work you do every single day will have a direct impact to both our Client Services Mission and our Client Services Vision.

Our Mission: To deliver the highest quality and most dedicated plan sponsor service in the DC industry by knowing each plan we serve better than our client does.

Our Vision: To deliver service that is so deeply wonderful, every client feels like they are our only client.

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

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.