Client Service Manager

Job Title

The Role

Defined Contribution, Non-Qualified and HSA knowledge and experience required. As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K 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. Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans. Managing plan administration to perform to standards and performance guarantees. Demonstrating an understanding of the objectives and initiatives related to client projects and work with the organization to ensure that resources are allocated, project plans are defined, utilized and executed to ensure that deliverables are met. Raising and participating in the resolution of service issues (e.g., participant, reputational, risk/compliance related) appropriately within the organization. Utilizing your deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management. You will identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates.

The Expertise and Skills You Bring

Bachelor's degree preferred; work experience and strong business acumen required. Defined Contribution, Non-Qualified and HSA knowledge and experience required. 5 plus years of benefits administration, outsourcing administration or retirement experience required. 3 plus years of experience in a client facing role highly desired. You have a proven understanding of 401(k) regulations and their application to plan administration. You have effective oral and written communication skills You demonstrated the ability to manage client issues. You exemplify strong interpersonal skills and customer service approach to solving problems. You have the ability to initiate and maintain overall accountability for client specific and department initiatives and projects. You can multitask, work in a fast paced, changing priority environment, problem solve, and make decisions.

The Team

As a member of a dynamic Client Services Management organization, the work you do every single day will have a direct impact to both our Client Services Mission and our Client Services Vision.

Our Mission: To deliver the highest quality and most dedicated plan sponsor service in the DC industry by knowing each plan we serve better than our client does.

Our Vision: To deliver service that is so deeply wonderful, every client feels like they are our only client.

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.