Sr. Client Service Manager / Director, Client Service Management

Fidelity Investments Inc.; Merrimack (NH); On-site; USD 85,000 - 120,000; Full time

Job summary

Fidelity Investments Inc. seeks a Client Services Manager (CSM) with deep Health and Welfare knowledge to serve as the primary contact for clients on recordkeeping services.

The role focuses on delivering accurate administration, user interfaces, and proactive client communications across complex engagements. The ideal candidate has 5–7 years in Health and Welfare benefits administration, strong leadership, and excellent communication.

Qualifications

• Requires BS/BA; MBA preferred.
• CEBS certification desired.
• 5–7 years in Health and Welfare benefits administration with client interaction.
• Strong organizational, time management and prioritization skills.
• Ability to influence and negotiate with internal and external customers.

Responsibilities

• Serve as the recordkeeping services plan expert and primary client communication point for Health and Welfare services.
• Lead productivity improvements within the assigned client relationships and drive process enhancements.
• Develop and maintain influential relationships with client staff and Fidelity teams.
• Ensure high quality, timely delivery of recordkeeping services and compliance with contract terms.
• Provide mentorship for new CSMs and participate in service improvement initiatives.

Skills

Health and Welfare administration

Client relationship management

Leadership & process improvement

Communication skills

Microsoft Office proficiency

Education

BS or BA degree; MBA preferred

Job description

Job Description:

Fidelity will not provide immigration sponsorship for this position.

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 with client interaction
• Effective organizational, time management, facilitation and prioritization skills.
• 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.
• Strong proficiency with Microsoft Office products.
• CSMs may 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.

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.