Senior/Director, Client Service Manager

Senior/Director, Client Service ManagerYou 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 with specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service.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 Bring8-12+ years of experience within the financial service industry with client facing expertiseDemonstrated 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 experienceFINRA licenses permitted but not requiredThe Skills You BringStrong leader with ability to influence and navigate within a highly complicated, matrixed environmentDemonstrated ability to deliver against challenging goals and objectivesExcel in providing proactive consultation to external clients and internal partnersPossess the ability to build relationships with individuals at all levels of the organizationStrong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clientsProven 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 resultsBalance and prioritize multiple, concurrent objectives while meeting or exceeding targetsThe Value You DeliverHandle day-to-day record keeping for a defined set of strategic market clients, representing $10-$20 billion record keeping assetsGenerate 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 practicesPossess and convey experienced knowledge of workplace products, plan sponsor plan provisions and governing body regulationsIdentify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partnersUnderstand 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 timelineParticipate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experienceSalary GradeSenior, CSM grade 6 or Director, CSM grade 7 based on skills and work experienceTravelRequired between 10% -15% of the time annuallyLocationThis position does have a remote work option if you are not located near a Fidelity locationCategory:Client Service Operations