Director, Client Service Management

Fidelity Investments Inc.; Albuquerque (NM); On-site; USD 90,000 - 130,000; Full time

Job summary

Fidelity Investments Inc. seeks a Client Services Manager to serve as the Health and Welfare recordkeeping expert and primary client contact for health plan services.

The role focuses on delivering high-quality service, guiding annual enrollment, and managing complex client relationships with a view toward continuous improvement. You will lead and mentor the HW client team, collaborate with product and relationship management during rollouts, and ensure timely, accurate administration aligned

Qualifications

• 5-7 years of Health and Welfare benefits administration or outsourcing experience.
• 8-10 years of client interaction experience.
• Strong leadership and initiative for service improvements with sound business judgment.
• Ability to influence, negotiate and close strategies with clients.
• Excellent communication skills and client engagement.
• Ability to balance customer service with high-level cost, risk and benefit analyses.

Responsibilities

• Lead multiple client relationships of varying complexity and drive service quality.
• Ensure high quality and timely delivery of recordkeeping services.
• Identify productivity improvements and mentor new CSMs.
• Manage relationship between Fidelity Health Care services and client through annual plan design and quarterly reviews.
• Oversee annual enrollment processes, communications, and project rollouts with product teams.

Skills

Health & Welfare knowledge

Client interaction experience

Leadership skills

Negotiation ability

Communication skills

Cost-benefit analysis

Organizational skills

Microsoft Office proficiency

Relationship management

Education

BS or BA required

MBA preferred

CEBS certification desired

Tools

Microsoft Office

Job description

Fidelity will not provide immigration sponsorship for this position.

Job Description

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 record keeping services, including client and participant user interfaces.

The Expertise and Skills You Bring

• BS or BA required; MBA preferred. CEBS Certification desired
• 5 - 7 years of Health and Welfare benefits administration, outsourcing administration, or relevant experience
• 8 - 10 years of experience with client interaction
• Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements and process improvements with sound business judgement 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.
• Effective organizational, time management, facilitation and prioritization skills.
• Strong proficiency with Microsoft Office products.
• CSMs will be assigned multiple client relationships of varying complexity and are expected to develop and maintain strong influential business relationships with key staff at the client and with internal team members.
• Ensure high quality and timely delivery of record keeping services.
• Must lead productivity improvements associated with servicing the assigned relationships.
• Provide mentor support for new CSMs and participate in process improvement initiatives.
• Developing and managing 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 on a regular basis creating referenceable clients.
• Proactively reviewing client administration quality, accuracy, and optimal efficiency of their client's administration and execution of appropriate corrective action and/or continuous efficiency improvement.
• Accountable for management of administration to perform to standards or performance guarantees.
• Raising and actively participating in the resolution of service issues.
• Managing quality of the service by leading and managing the performance of the HW virtual team to ensure the service meets the client's needs. Accountable for ensuring plan documentation is maintained accurately and is signed off by the client. Delivering timely training or communication to business partners.
• Understanding the objectives and initiatives related to client projects and works with the organization to ensure that project resources are allocated.
• Ensuring that all HW products and services are presented to client in a timely manner. Work with the Product Team and Relationship Management as required during product rollout and maintenance phases.
• Oversight of the Annual Enrollment process each year which includes kick-off and post-project presentations, discovery, and consulting on best practices to introduce new plan design, testing, and approving the various communication pieces prepared for the client.
• Preparing and delivering recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews. Supporting the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s). Knowing and understanding the assigned client(s) contract, specific to the HW Statement of Work for services administered.

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 that they can navigate the journey with confidence.

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.

Category

Client Service

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.