Job Description:

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

About Fidelity Investments

Fidelity Investments is one of the world's largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms. For more information about Fidelity Investments, visit http://www.fidelity.com/(opens in a new tab).

Fidelity Investments is an equal opportunity employer.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working(opens in a new tab).”

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.