Sr. Client Service Manager, Workplace Giving

Job Description:

Job Description

As a Workplace Giving Senior Client Service Manager, you will be working directly with clients who have adopted Fidelity’s Workplace Giving solution. Candidates for this role should demonstrate a passion for providing clients with an outstanding experience and be comfortable working in a dynamic and ever-changing environment.

The responsibilities of this associate will be focused on collaboration with all WI business partners, building business requirements, and ongoing operations processing and customer support Workplace Giving clients. We work directly with these clients and their aligned relationship management teams to provide these benefits to employees. This individual should have a working knowledge of many core systems, such as FPRS, PSW, XTRAC, Salesforce andTableau.

Primary Responsibilities

• Provide ongoing education and support for Workplace Giving clients and their client service and relationship teams.
• Partner with Product Analysts and Project Managers to ensure client enablement tasks are complete and that new product features and services are seamlessly implemented.
• Gather client feedback, identify trends, and assign prioritization for process improvements, product development and service support models
• Assist clients and their relationship teams with ongoing and ad hoc reporting needs.

Qualifications

• Bachelor’s Degree Preferred
• 3-5 years proven experience in WI Client Services and/or Operations or Client Relationship Management required
• WI Product Development/Support
• Other Client Relationship Management/Customer Service in the Financial Services Industry

Skills and Knowledge

• Has a proven understanding of systems (FPRS, PSW, XTRAC, Salesforce, Tableau) and DC recordkeeping business
• Proactively works to resolve client issues and actively promotes a collaborative and positive environment
• Achieves quality goals and maintains service level agreements across team activities and responsibilities
• Possesses the ability to prioritize work and manages time effectively
• Works effectively and closely with all levels of management and builds trust within and across organizations
• Maintains deep understanding of organization-wide objectives, interactions, issues and risks
• Possesses excellent written and verbal communication skills with a proven track record of providing outstanding client experience and presenting materials to a wide variety of audiences
• Partners effectively with agile business teams to inform and influence product direction
• Remains curious about new products and services and proactively seeks to understand impacts of regulatory and industry changes

The Team

• The Emerging Products Administration team is passionate about collaborating with our business partners to build new products, improve current emerging product offerings, and service clients that have adopted emerging products. The team is aligned to our Student Debt and Workplace Giving product offerings.

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.

Certifications:

Category:

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.