Client Service Project Manager

Client Service Project Manager

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)
• Experience identifying and implementing process enhancements
• Experience in 2 of the following 3 areas; payroll conversions/EDT, project management and/or client management

Responsibilities

• Write and maintain procedures for key client focused projects, such as payroll conversions, changes to electronic data transfers (EDT), and service adds/terminations
• Manage a prioritized list of client initiatives, serving as an extension of the CSM/CSA team.
• Respond to client phone calls and emails related to supported projects
• Become a subject matter expert in targeted high complexity areas and support questions from the CSM/CSA teams.
• Provide training and support to clients on focused areas of expertise
• Lead multiple projects and prioritizing workload based on urgency, importance, client expectations and business needs, delegating decision-making to team members as appropriate
• Develop project timelines and ensuring that project team members complete requirements on time, while anticipating challenges and formulating solutions before the project is adversely impacted
• Monitor and reporting on project status
• Collaborate with internal business partners (WI Operational teams such as CAR, MI, MO, TRS, NQ) to ensure that client requests and escalations are responded to timely
• Respond timely to internal requests (email, XTRACs, projects, etc.)
• Provides education/training on service changes
• Serves as operational consultant during client projects
• Perform proactive plan/data reviews to identify opportunities to improve across the entire Tax-Exempt segment
• Design framework to streamline projects that CSMs/CSAs work on, including intake, project management, execution, and post project audits
• Partner with TEM leadership to define, rollout, and execute the CSPM role
• Support the Team-Based CSM team with daily plan sponsor support (inbound calls, emails, XTRACs) when needed

Preferred Qualifications

• Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
• Ability to project manage, set priorities, meet goals and deadlines
• Confidently lead by influence and use strong communication and interpersonal skills to work across organizations
• Analytical, organized, and have strong multi-tasking skills
• Decisive, creative, and adaptable, with experience developing and driving solutions for clients while balancing business goals and priorities
• Identify and lead quality improvement initiatives and other special projects for the team
• Experience writing internal procedures and job aids
• Maintain control of situations through appropriate positioning and escalation
• Impacts organization through mentoring and coaching of others
• Critical thinking
• Have mastered influencing skills and active listening
• Top notch client skills
• Has extremely strong consultative skills
• Takes control of situations, brings teams together and facilitates problem solving
• Feels fully accountable and drives ownership
• Strong regulatory knowledge of 403 (b) 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
• Technical and operations knowledge
• 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