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Fidelity Bank · 3 weeks ago

Senior/Director, Client Service Manager

Smithfield, RI

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Fidelity Bank is a leading financial services institution, and they are seeking a Senior/Director, Client Service Manager. The role involves being the primary client service contact for Defined Contribution and Workplace Benefits for Fidelity’s largest institutional clients, collaborating with various teams to deliver exceptional service and implement new products and solutions.

BankingBitcoinCustomer ServiceFinancial ServicesInsuranceWealth Management

Responsibilities

Handle day-to-day record keeping for a defined set of 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 workplace products, 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

Qualification

Client service expertiseWorkplace Benefits knowledgeFinancial services experienceLeadership skillsProblem-solving skillsBachelor's degreeFINRA licenses

Required

8-12+ years of experience within the financial service industry with client facing expertise

Demonstrated understanding and experience with Workplace Benefits plan administration (e.g., Defined Contribution, Non-Qualified, Heath Savings Account, Student Debt, Goal Booster with Payroll and Workplace Giving)

Bachelor's degree or equivalent work experience

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

Handle day-to-day record keeping for a defined set of strategic market clients, representing $10-$20 billion record keeping assets

Possess and convey experienced knowledge of workplace products, 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

Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience