Director/Senior, Client Service Manager Position Available In Hillsborough, New Hampshire

Director/Senior, Client Service Manager
Merrimack, NH
Covington, KY
Albuquerque, NM
Smithfield, RI
Westlake, TX

Salary:

listed in the job description or discussed with your recruiter

Published:

April 21, 2025
Hybrid

Experience:

Director

ID:

2109666

Company:

Fidelity Investments

Job Description:

The Role
You will be the primary Fidelity client service contact for Defined Contribution and emerging Workplace products 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 will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service.
The Team
The Strategic Defined Contribution CSM organization provides record keeping to nearly 300 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 Bring
8-12+ years of experience within the financial service industry with client facing expertise
Demonstrated understanding of Defined Contribution and/or Workplace Benefits (e.g., Defined Benefit, Health & Welfare, Heath Savings Account) plan administration
Bachelor’s degree or equivalent work experience
FINRA licenses permitted but not required
The Skills You Bring
Strong leader with ability to influence and navigate within a highly complicated, matrixed environment
Demonstrated ability to deliver against challenging goals and objectives
Excel in providing proactive consultation to external clients and internal partners
Possess the ability to build relationships with individuals at all levels of the organization
Strong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clients
Proven 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 results
Balance and prioritize multiple, concurrent objectives while meeting or exceeding targets
The Value You Deliver
Handle day-to-day record keeping for a defined set of Defined Contribution strategic market clients, representing $10-$20 billion record keeping assets
Generate 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 practices
Possess and convey experienced knowledge of Defined Contribution product, plan sponsor plan provisions and governing body regulations
Identify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partners
Understand 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 timeline
Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience
Travel
Required – between 10% -15% of the time annually

Certifications:

Category:

Client Service Operations
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.