Senior Manager, Client Experience Operations

Job Description:

The Role

 Are you a leader with experience leading customer service and operations functions? Join us in the Fidelity Institutional Client Experience Division where you will lead a team of client service professionals in our Institutional Support Group (ISG). This award-winning team supports a broad range of customer activities. The team provides service support to clients via inbound and outbound phone, web chat and Service Center interactions, delivering high quality, cost effective and innovative service solutions through versatile associates and service expertise. 

 

The Director is responsible for leading a team of service professionals who support customer activities such as TOA processing, Money Movement, New Account setup, Account Maintenance, Trade Support, Mutual Funds Operations, Corporate Actions, Securities Processing, Security Master and Pricing etc. The Director is involved in all aspects of the team including daily volume management, associate coaching, development and performance management, business planning and project management. The Director fosters an environment focused on superior service and continuous improvement. 

Note: Fidelity will not provide immigration sponsorship for this position.

 

The Expertise And Skills We’re Looking For  

• Bachelor’s degree or equivalent work experience required 
• 5 plus years of experience within the financial services industry 
• 1-3 years of people management experience preferred 
• Project management preferred 
• Series 7 and Series 24 licenses required 
• Your strong experience delivering superior service to clients 
• Your ability to bring the best out of the people you work with though coaching and employee development 
• Your shown ability to drive efficiency and productivity 
• Your commitment and leadership to drive quality and process improvements in a fast paced, customer service driven environment 
• Drive innovation and strategy 
• Your excellent written and verbal communication skills 
• Your strong problem solving and collaboration skills 
• Your ability to cultivate a highly interactive and engaged workforce 
• Your strong capability to build relationships, provide clear direction and priorities, and build effective teams 

The Value You Deliver 

• Managing a fast-paced service team including mentoring and employee development, maintaining strong working relationships with key client and business partners, daily operations, compliance and oversight, business planning and project management 

• Incorporating goals and new initiatives into operation's daily processes, controls and service levels agreements; holding staff accountable for implementation 

• Supporting, communicating, and driving key business objectives to ensure optimization of resources and a culture of continuous process improvement 

• Helping to develop and manage goals; using analytical skills to effectively lead and drive process and service improvement 

• Attracting, developing, and retaining talent 

 

The Team

The team, which is part of the Fidelity Institutional Client Experience Division, provides service support for clearing clients which includes banks and broker dealers. Our knowledgeable team focuses on providing high quality superior service during every interaction, mitigating risk and strengthening operational efficiency to support Fidelity’s ability to provide an outstanding customer experience. 

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 $79,000-153,000 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.

Certifications:

Series 07 - FINRA, Series 24 - FINRA

Category:

Brokerage Operations