Client Service Manager
| Company | Fidelity Investments |
|---|---|
| Location | Salt Lake City, UT, USA, Westlake, TX, USA, Albuquerque, NM, USA, Merrimack, NH, USA, Cincinnati, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree preferred
- 5-10 years of relevant experience, preferably with 5 being in defined contribution
- Experience establishing and maintaining relationships with key client operational decision makers
- Experience facilitating client interactions (phone, face to face)
- Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
- Strong regulatory knowledge of 401 (k) and defined contribution plans, NQ plans, products and application
- Ability 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 solution
- Demonstrated ability to negotiate with clients and all business partners
- Ability to manage a book of dedicated clients and prioritize efforts to meet the needs of client and firm
- Technical and operations knowledge
- Ability to project manager, set priorities, meet goals and deadlines
- Use of judgment and ability to influence and execute strategies with clients
- Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship
- Microsoft Office applications are a plus
Responsibilities
- Consults with client regarding plan record keeping and administration best practices
- Influence client towards data quality standards and ideal service utilization
- Determine fit and influence client towards service and process standardization, optimal configuration and ideal service utilization
- Weighs costs/benefits as they relate to both client and Fidelity’s objectives
- Obtain formal direction from client from proper authorized requestor as required
- Initiate service changes
- Provides education/training on service changes
- Review changes to ensure they were made according to request
- Consult with clients regarding legal ramification of not complying with NDT results
- Assist 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)
- Execute on PAECE including delivery of the Record Keeping Review
- Participates with MD and client in business planning process (development of business plan, RPR and input to year end letter) and executes operational business plan items
- Point of escalation for operational issues and service recovery efforts
- Serves as operational consultant during client on boarding for new Implementations and corporate actions
- Responsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes
Preferred Qualifications
- Bachelor’s degree preferred
- 5-10 years of relevant experience, preferably with 5 being in defined contribution