Client Service Manager

Team-Based Client Services ManagerNote: Fidelity will not provide immigration sponsorship for this positionThe Team-Based Client Services Manager (CSM) is part of the Client Service Management, Tax Exempt Market (TEM) Plan Services organization and is a key client facing associate responsible for the operational integrity of the plan. The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans.The CSM establishes, maintains, and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration. In addition, they focus on day-to-day resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes. They coordinate and prioritize the efforts of the internal operational service team, Managing Directors, aligned CSMs and back-office processing groups. This role supports clients in a team service model so the Team-Based CSM provides both Plan-Level (CSM) and Participant-Level (CSA) expertise and support to Tax Exempt plan administrators. There is no aligned book of business for this role.The CSM may be primarily phone-based, primarily email/XTRACs-based, or a hybrid depending on business needs and skillset of the associate. Our hours of operation are 8:00AM - 7:00PM ET.Primary ResponsibilitiesRespond to client phone calls and emails related to participant-level issuesFor Team-Based CSM clients, submit projects for plan-level changes/enhancements (AE, AIP, EDT, OLE, eCertify Hardships, etc.)Provide PSW/SCP training and support to clientsCollaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that client requests and escalations are responded to timelyRespond timely to internal requests (COMM items)Point of escalation for operational issues and service recovery effortsObtain formal direction from client from proper authorized requestor as requiredProvides education/training on service changesReview changes to ensure they were made according to requestConsult with clients regarding legal ramification of not complying with NDT resultsAssist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)Serves as operational consultant during client on boarding for new Implementations and corporate actionsResponsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changesEducation and ExperienceBachelor's degree preferred5-10 years of relevant experience, preferably with 5 being in defined contributionExperience establishing and maintaining relationships with key client operational decision makersExperience facilitating client interactions (phone, face to face)Skills and KnowledgeDemonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needsMaintain control of situations through appropriate positioning and escalationRelationship professionalsImpacts organization through mentoring and coaching of othersCritical thinkingHave mastered influencing skills and active listeningTop notch client skillsHas extremely strong consultative skillsTakes control of situations, brings teams together and facilitates problem solvingFeels fully accountable and drives ownershipStrong regulatory knowledge of 403 (b) plans, NQ plans, products and applicationAbility to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solutionDemonstrated ability to negotiate with clients and all business partnersTechnical and operations knowledgeAbility to project manage, set priorities, meet goals and deadlinesUse of judgment and ability to influence and execute strategies with clientsCustomer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationshipMicrosoft Office applications are a plusFidelity'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.The base salary range for this position is $66,000-125,000 USD per year.Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.