Senior Client Service Manager

Job Description:

**WILL HIRE AT THE MANAGER OR SENIOR MANAGER LEVEL DEPENDING ON EXPERIENCE**

The Client Services Manager (CSM) is part of the Client Service Management, DC Plan Services organization and is the primary client facing associate responsible for the operational integrity of the plan.  The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans.

The CSM establishes, maintains and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration.  In addition, they coordinate and prioritize the efforts of the operational service team including serving as the point of escalation for plan level operational issues.  The CSM is responsible for reviewing the plan operations to ensure consistent operations with the plan documentation, regulatory changes and recommending services and solutions based on the Client’s and Fidelity’s needs as well as creating and delivering the Periodic Service Review.

Primary 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

Education and Experience

• 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)

Skills and Knowledge

• Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
• Maintain control of situations through appropriate positioning and escalation
• Relationship professionals
• 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 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

Certifications:

Category:

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.