Director, Client Service Management

Fidelity; Merrimack (NH); On-site; USD 120,000 - 180,000; Full time

Job summary

Fidelity in Merrimack, NH seeks a Director, Client Service Management to oversee health and welfare recordkeeping services, lead client relationships, and ensure high-quality delivery.

The role requires strong leadership, extensive health and welfare benefits knowledge, and the ability to drive improvements, mentor teammates, and coordinate with product and relationship management. Onsite working model is in place.

Qualifications

• 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.

Responsibilities

• Serve as the recordkeeping services plan expert and primary communication point for clients regarding Health and Welfare recordkeeping services.
• Lead productivity improvements associated with servicing the assigned relationships.
• Provide mentor support for new CSMs and participate in process improvement initiatives.
• Develop and manage client relationships to ensure quality service and client satisfaction.
• Coordinate with Product Team and Relationship Management during product rollout and maintenance phases.

Skills

Leadership

Influence and negotiation

Communication

Cost-benefit analysis

Organization & time management

MS Office

Client relationship management

Productivity improvements

Mentoring

Education

BS/BA

MBA

CEBS Certification

Tools

MS Office

Job description

Fidelity will not provide immigration sponsorship for this position.

Job Description:

Director, Client Service Management

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.

• 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

The Expertise and Skills You Bring

• 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.

Client Leadership

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.

Certifications:

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.