Director Client Service Management
Fidelity Investments is a privately held, Boston-headquartered financial services company providing investing, trading, retirement, wealth management, brokerage, workplace benefits, custody and clearing, and digital-asset services.
About Fidelity Investments
Fidelity serves individual investors, employers, wealth-management firms, institutions, innovators, and charitable donors through diversified financial-services businesses. Current offerings include brokerage and trading, mutual funds and exchange-traded products, retirement and workplace savings, financial planning and advice, wealth management, institutional custody and clearing, and crypto/digital-asset products.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will act as the primary contact and recordkeeping-services expert for Health and Welfare clients. You will manage client relationships, ensure timely and high-quality service delivery, resolve service issues, improve processes, oversee annual enrollment, lead virtual service teams, and prepare client service reviews and business-planning materials.
Requirements
- Bachelor’s degree
- Health and Welfare benefits administration or outsourcing administration experience
- Client interaction experience
- Leadership
- Client consulting
- Health and Welfare plan knowledge
- Regulatory compliance knowledge
- Negotiation
- Cost, risk, and benefit analysis
- Microsoft Office
Responsibilities
- Serve as the primary communication point for client recordkeeping services
- Manage Health and Welfare client relationships
- Ensure timely and high-quality recordkeeping service delivery
- Identify and lead productivity and process improvements
- Resolve client service issues
- Lead and manage virtual service-team performance
- Maintain accurate plan documentation and obtain client sign-off
- Oversee annual enrollment activities
- Prepare annual business-planning and quarterly client service review materials
- Support product rollout and maintenance activities
- Mentor new client services managers
Benefits
- Paid parental leave
- On-site health and wellness centers