Job Description:
The Role
As an IWMS Client Service Manager, you oversee the operations and service experience for your assigned Clearing correspondent broker-dealer clients. The CSM day to day role is primarily focused on project management, high level initiatives and escalations, and utilizing strategic partnerships across the NF platform. In partnership with the Relationship Manager, you represent an elite service team and the face of Fidelity dedicated to your correspondent client and their business.
The Team
Fidelity Institutional Client Experience Division (CE) provides superior customer service to Fidelity's Clearing correspondent broker-dealer clients through innovation, dedication, and commitment to excellence. The CSM ensures a flawless and robust service experience for our clients by developing strong relationships to build lasting trust, loyalty, and satisfaction.
The Expertise You Have
10+ years Brokerage Operations and/or Service experience
Client facing experience highly preferred
Project management experience preferred
Clearing experience desired
Business analysis and consulting experience a plus
Relevant Bachelor's degree preferred
Series 7 license preferred
The Skills You Bring
Exceptional interpersonal and client service skills
Success in developing strong professional relationships
Problem solving and consultative skills
Ability to manage execution of initiatives
Industry/brokerage knowledge
The Value You Deliver
Optimizing the client service experience by building strong relationships with key decision makers at your correspondent firm and their direct reports and seeing opportunities to drive high satisfaction, quality and efficiency for both your client and Fidelity.
Improving operational efficiency by educating and training your correspondent firms on using technological tools, sharing operational standard methodologies, and assisting clients in using Fidelity's service model.
Serving as an advocate for your client correspondent firms by being the voice of your client to our service, processing, product, and our Risk, Legal and Compliance organizations.
Managing pivotal initiatives and projects leading to higher client satisfaction and operational efficiency and sharing operational metrics with your correspondent clients showing how they are performing on the platform.
Representing Fidelity as an operational consultant to your correspondent clients.
Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
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.
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.