Senior/Director, Client Service Manager

Soteria Reinsurance Ltd.; Covington, Northern (KY, KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Fidelity Investments is seeking a Senior Client Service Manager for the Strategic Market group. You will serve as the primary client service contact for Defined Contribution and Workplace Benefits for large institutional clients, partnering with product management to implement new offerings and evolving Fidelity’s workplace features.

You will collaborate with multiple internal teams to solve problems, ensure contractual commitments are met, and deliver high-quality client service while traveling

Qualifications

• 8-12+ years of experience in financial services with client-facing expertise.
• Experience with Workplace Benefits plan administration (Defined Contribution, Non-Qualified, HSA, etc.).
• Bachelor's degree or equivalent work experience.
• FINRA licenses permitted but not required.

Responsibilities

• Handle day-to-day record keeping for a defined set of strategic market clients representing $10-$20B assets.
• Generate new points of view and collaborate with 25+ Workplace Investing and Fidelity partners to define scalable solutions.
• Identify and lead resolution of service issues with plan design, participants, risk/compliance with appropriate partners.
• Understand client service requests, scope work, allocate resources, define project plans, and deliver on timelines.
• Contribute to a Client Service Management strategy to enhance the ecosystem and talent development.

Skills

Client facing

Relationship building

Strategic problem solver

Cross-functional collaboration

Communication

Influence in matrixed environment

Goals achievement

Proactive consultation

Education

Bachelor's degree or equivalent

Tools

Excel

Job description

## Job Description:**Note: Fidelity will not provide immigration sponsorship for this position.** **The Role** You will be the primary Fidelity client service contact for Defined Contribution (e.g., Qualified, Non-Qualified) and Workplace Benefits for some of Fidelity’s largest institutional clients. As the main contact, you collaborate with a matrixed service team chartered to deliver contractual commitments to strategic 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. **The Team**The Strategic Market CSM organization provides record keeping to more than 330 clients representing more than $1.5 trillion assets under administration and 11 million participants. Our clients view us as a trusted partner who demonstrates expertise in client services, specializes in workplace benefits and uses the power of Fidelity’s community to generate greater well-being for strategic market clients. **The Expertise You Bring** * 8-12 plus years of experience within the financial service industry with client facing expertise* Demonstrated understanding and experience with Workplace Benefits plan administration (e.g., Defined Contribution, Non-Qualified, Heath Savings Account, Student Debt, Goal Booster with Payroll and Workplace Giving)* Bachelor’s degree or equivalent work experience* FINRA licenses permitted but not required**The Skills You Brin****g** * Strong leader with ability to influence and navigate within a highly complicated, matrixed environment* Demonstrated ability to deliver against challenging goals and objectives* Excel in providing proactive consultation to external clients and internal partners* Possess the ability to build relationships with individuals at all levels of the organization* Strong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clients* Proven track record to provide solutions to complicated issues; a naturally creative problem solver who can work with colleagues and business partners in new and different ways to deliver results* Balance and prioritize multiple, concurrent objectives while meeting or exceeding targets **The Value You Deliver** * Handle day-to-day record keeping for a defined set of strategic market clients, representing $10-$20 billion record keeping assets* Generate new points of view, champion bold ideas, and collaborate with more than 25 Workplace Investing and Fidelity functional business partners to define innovative solutions and implement scalable practices* Possess and convey experienced knowledge of workplace products, plan sponsor plan provisions and governing body regulations* Identify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partners* Understand client service requests and coordinate with internal business partners to effectively scope effort and cost, allocate appropriate resources, define project plan, and deliver against agreed upon timeline* Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience**Travel*** Required – between 10% -15% of the time annually 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.