Job Description:

Working Hours: Standard business hours with periodic need to cover evenings, weekends, and holidays

Fidelity Digital Asset Services (FDAS) is focused on bringing industry-leading digital asset custody and trading services to its clients. The Senior Manager in Customer Service is responsible for team management and operational activities including associate supervision and oversight, coaching and development, and partnering with the broad FDAS management team to help enhance and develop functional capabilities. Effective risk management/mitigation, operational oversight of complex processes, and leading cross-functional projects are also elements of the Senior Manager’s role and responsibilities.

To be effective, you will work closely with FDAS Operations, LRC, and the leadership teams to ensure understanding of client service and operational needs as well as to ensure overall satisfaction and loyalty. With your knowledge and commitment, you will become a collaborative and resourceful leader within the FDAS team, sharing best practices and driving successful results.

The Expertise We’re Looking For

Bachelor’s degree or equivalent with 8+ years of experience or Master’s with 6+ years of experience

Significant people management experience, ideally in a financial operations setting – coaching, performance, customer concern, and oversight of daily functions

Relationship building skills across team, business unit, national peers and working as part of a global team

Working knowledge of service model organization, tools, and structure

Demonstrated project management & decision-making skills

Proven risk-management skills

Experience guiding teams through change as the work continues to evolve

Experience using, analyzing, and improving operational workflows in a highly controlled environment

Ability to recognize process inefficiency and recommend improvement opportunity

Track record of building and driving a positive team culture

Experience leading projects with functional impact

Experience with oversight and supervision of complex operational processes

The Purpose of Your Role

You will be responsible for team management and day-to-day customer support and operational activities. As a Senior Manager on the Customer Service team, you will:

Ensure all day-to-day activities are completed timely and accurately per our control framework and client needs

Provide regular and ad-hoc coaching to team members focused on helping them be the best they can be in their current role while helping develop toward future opportunities

Participate in, and provide valuable input into, conversations with business partners including Product, Risk, Compliance, Exchange Operations, Execution Services, etc. to support ongoing client needs and drive process improvement

Support team growth through management oversight and reporting on the team’s work

Provide a leadership presence both within the team and within the larger FDAS organization

Play key role in growing and scaling Fidelity’s digital asset business

Initiating and operating foundational structural and cultural components and programs

Skills You Bring

Proven leadership skills, particular on teams in face-paced, collaborative environments

Your relationship building skills, with both team members and across the organization

Ability to quickly understand complex topics and effectively communicate those to all levels of the organization

Your ability to think analytically and deliver solutions to complex challenges

Your excellent interpersonal, verbal, and written communication skills

Guidance for the team through regular change as business priorities change

Your proven ability to lead projects and cross-functional initiatives

Your innovative ideas and outside the box thinking in support of growing/scaling new business

The Value You Deliver

Driving a high-performance culture focused on delivering high satisfaction, quality, and efficiency for clients and the business

Developing associates to grow in current role and toward future opportunities

Connecting each associate to the broader organization and driving collaboration

Using sound judgement and being a steady hand at the wheel through change

Driving innovation through curiosity and comprehensive understanding of business processes and challenges

Proactively identifying areas of risk mitigation and quickly addressing any concerns

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.