A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
Fidelity will not provide immigration sponsorship for this position The Role As a FCCS Client Service Manager (CSM), you oversee the operations, service, and digital experience for your assigned Clearing correspondent broker-dealer clients. The CSM day to day role is primarily focused on project management, high level initiatives and escalations, and utilizing strategic partnerships across the NF platform. In partnership with the Relationship Manager, you represent an elite service team and the face of Fidelity dedicated to your correspondent client and their business. The Team Fidelity Institutional Client Experience Division (CE) provides superior customer service to Fidelity's Clearing correspondent broker-dealer clients through innovation, dedication, and commitment to excellence. The CSM ensures a flawless and robust service experience for our clients by developing strong relationships to build lasting trust, loyalty, and satisfaction. The Expertise You Have 10+ years Brokerage Operations and/or Service experience Client facing experience highly preferred Project management experience preferred Business analysis and consulting experience a plus Relevant Bachelor's degree preferred Series 7 license preferred The Skills You Bring Exceptional interpersonal and client service skills Success in developing strong professional relationships Problem solving and consultative skills Ability to manage execution of initiatives Industry/brokerage knowledge The Value You Deliver Optimizing the client service experience by building strong relationships with key decision makers at your correspondent firm and their direct reports and seeing opportunities to drive high satisfaction, quality and efficiency for both your client and Fidelity. Improving operational efficiency by educating and training your correspondent firms on using technological tools, sharing operational standard methodologies, and to assist clients in using Fidelity's service model. Serving as an advocate for your client correspondent firms by being the voice of your client to our service, processing, product, and our Risk, Legal and Compliance organizations. Managing pivotal initiatives and projects leading to higher client satisfaction and operational efficiency and sharing operational metrics with your correspondent clients showing how they are performing on the platform. Representing Fidelity as an operational consultant to your correspondent clients. 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. 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. Note, the application window closes when the position is filled or unposted. Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
