Client Service Manager

As a member of a dynamic Client Services Management organization, the work you do every single day will have a direct impact to both our Client Services Mission and our Client Services Vision. Our Mission: To deliver the highest quality and most dedicated plan sponsor service in the DC industry by knowing each plan we serve better than our client does. Our Vision: To deliver service that is so deeply wonderful, every client feels like they are our only client. 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. Fidelity will not provide immigration sponsorship for this position.

Responsibilities

Act as the main operational contact for benefits administrators and collaborate with the service team and internal partners to deliver on contractual commitments to large 401K clients; Partner with Managing Directors and Product Management to implement new products, services, and features; Work closely with specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service; Review plan administration quality daily for Defined Contribution, HSA and Non-Qualified plans; Manage plan administration to perform to standards and performance guarantees; Understand objectives and initiatives related to client projects and ensure resources are allocated, project plans are defined and executed so deliverables are met; Raise and participate in the resolution of service issues (participant, reputational, risk/compliance related); Utilize knowledge of plan level provisions, DC, HSA, Non-Qualified products, plan compliance, regulations, and risk management; Identify and partner with Product and Relationship Management to cross sell new products and services and roll out new product and regulatory updates

Requirements

Defined Contribution, Non-Qualified and HSA knowledge and experience required; Strong business acumen required; 5 plus years of benefits administration, outsourcing administration or retirement experience required; Proven understanding of 401(k) regulations and their application to plan administration; Effective oral and written communication skills; Demonstrated ability to manage client issues; Strong interpersonal skills and customer service approach to solving problems; Ability to initiate and maintain overall accountability for client specific and department initiatives and projects; Ability to multitask, work in a fast paced, changing priority environment, problem solve, and make decisions

Nice to have

Bachelor's degree preferred; 3 plus years of experience in a client facing role highly desired