Job Description:

Join our multifaceted and innovative team as a Director, Integrated Service Consultant (ISC; new role) and you will be accountable for overseeing the most critical initiatives at our Workplace Investing clients. This unique role will allow you to develop and broaden your working knowledge of operations, relationship management, and program management across all workplace products.

The Expertise We’re Looking For:

Experience working with clients, ideally workplace clients with multiple benefits products (e.g., Defined Contribution and Defined Benefits, Health & Welfare, Health Savings Accounts, etc.)

Understanding of at least one of the following benefits areas: Defined Contribution, Defined Benefits, Health Savings Accounts, Health & Welfare, DC Non-Qual administration.

Ideal candidates will also have program management experience and comfort with adding structure to ambiguous situations

BS/BA

The Purpose of Your Role:

The ISC ensures that Fidelity delivers industry-leading servicing during moments that matter for our multi-product clients. The ISC roles has two major components: (1) Informs and socializes standards for multi-product servicing governance and (2) provides coordination and program management support to multi-product clients on an episodic basis during their most complex projects.

The Skills You Bring:

Strong leadership, influencing and negotiation skills and a demonstrated ability to advise efforts, apply client management, program management, record keeping and potentially regulatory concepts and methodologies in a creative and beneficial way.

Consistent track record of effectively mentoring teams in a dynamic, client-based environment.

Proven ability to balance customer satisfaction with sound business judgment; ability to identify and evaluate broad business issues and engage appropriate parties at all levels of both Fidelity and client organizations to develop and deliver solutions.

Strong oral and written communication and presentation skills.

The Value You Deliver:

Coach client service teams on best practices for complex / integrated multi-product service situations (e.g., client payroll conversions, merger and acquisition activity, etc.).

Identify opportunities for greater service consistency / standardization (e.g., process improvements, consistency in client-support materials for every product).

Help client service teams identify how to proactively avoid future escalations.

Provide integrated oversight across all multi-product projects for a client (e.g., be main point-of-contact, create an integrated project calendar).

Advise on complex / integrated multi-product service situations (e.g., Corporate Actions).

Coordinate resolution for major multi-product escalations/remediations.

Act as client advocate internally.

Partner with Functional Business Unit Heads to drive margin improvement and process efficiencies.

Communicate internally to ensure client team roles/responsibilities are focused efficiently in support of our clients.

How Your Work Impacts the Organization: 

You will work collaboratively with the Managing Director and other client service team members to develop a direct relationship with clients to lead them during moments that matter.  At the end of each project, you’ll disengage from the client/client team and begin a new engagement on another complex, multi-product client.

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.