Manager, Client Service

Job Description:

Note: Fidelity will not provide sponsorship for this position.

The candidate will be a member within an evolving team which is reinventing core brokerage processes and technologies to meet changing customer and industry needs. The right individual will apply deep analytical skills and extensive brokerage knowledge to drive and implement various processes in relevant areas to ensure that they support the highest standards for customer service.

The areas in focus for this role are to develop and implement a world-class digital service model by collaborating across the multiple operations groups and microservices that support the clearing firm. The coverage will range from client integration and onboarding to account opening and supporting trade inquiries on equity, options and mutual fund products.

• Collaborate with business partners, product managers, tech developers and where necessary third-party vendors to deliver impeccable client service.
• Develop tools to analyze and improve client service and communication models.
• Gather external feedback to drive process improvements or new product development
• Contribute to the ongoing gathering and analysis of relevant platform data and key measures which support the continuous optimization process just described.

The Expertise and Skills You Bring

• Strong subject matter expertise relative to the products and processes listed above
• 5+ years Brokerage Operations and/or Service experience in the financial services industry
• Client facing experience highly preferred. Experience in supporting correspondents and RIA’s a plus
• Strong customer service orientation with the ability to: Prioritize and resolve customer service issues, maintain professionalism and focus under pressure, identify and escalate pattern anomalies and understand complexity and communicate clearly
• Understanding of how technology is designed and adapted to support financial services
• Analytical prowess decomposing complex processes and solving puzzles
• Good knowledge management and documentation skills

• Attention to detail; intolerance of design clunkiness and process inefficiency; Positive attitude and excellent interpersonal, relationship, leadership and motivational skills
• Series 7 required
• Series 63 preferred, required to obtain within 60 days

Certifications:

Series 07 - FINRA, Series 63 - FINRA

Category:

Client Service Operations

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

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.