Client Service Manager III

Job Description:

Do you want to work for a fast paced, growing organization where people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Manager where you will be the key contact in servicing, educating, and resolving day to day operational issues for our Custody clients.

The Expertise We’re Looking For

• Bachelor’s Degree preferred
• 5+ years of operations and/or service experience in the financial services industry
• Series 7 required

The Purpose of Your Role

The Client Service Manager (CSM) supports a book of Registered Investment Advisors (RIAs) that custody their clients assets with Fidelity. The CSM is the primary point of contact for all service and operational needs for the firms in their book. CSM’s are supported by an operations team - who process forms submitted to Fidelity and Client Service Representatives (CSRs’) who assist with NIGO’s, emails and backup the phones. Client Service Managers are responsible for handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, and advocating for your clients on intensified issues. Your goals include: maintaining high client satisfaction scores, influencing your firms to adopt new tools and technology, identifying training opportunities, and ensuring that your firms KPIs are met. CSMs are expected to be key contributors to a positive workplace environment and have a strong commitment to teamwork and shared success.

Career Path:

CE Custody segments their firms into 3 tiers:

• Core – works with smaller advisors on our platform
• Preferred – works with our middle market advisors
• Premium – works with the largest firms on our platform.

While we do hire people directly into the Client Manager role, the majority of our hiring is via our internal career path. The various Client Manager roles are as follows:

• Client Manager I - (Grade 4) in our Core segment are primarily hired from our CSR role.
• Provides support to advisory firms on a team-based environment
• Advisory firms generally manage up to $150m in assets
• Book size is roughly 50-60 firms
• Client Manager II - (Grade 5) in our Preferred segment are primarily hired from the Client Manager I role in Core.
• Advisory firms generally manage up to $1.5b in assets
• Advisor firms are typically larger and have a more complex structure
• You are expected to be more knowledgeable of your firm’s structure and be more proactive in supporting their needs
• Book size is roughly 20-25 firms
• Client Manager III - (Grade 6) in Premium are primarily hired from the Client Manager II role in Preferred.
• Advisory firms generally have more than $1B in assets on Fidelity’s platform
• Advisor firms are typically larger and have a more complex structure
• You are expected to have in depth knowledge of your firm’s operations structure and service needs
• Coordinate with various Fidelity business partners to help your firms grow and navigate complex service issues
• Book size is roughly 1-3 firms

Our focus is to develop and promote our internal associates while supplementing their knowledge and skills with targeted experienced hiring from external sources. There are also a number of roles people move into from our service teams including:

• Supporting our Central Control Team
• Working as a project manager in our Implementations and Transitions group
• Going into various leadership roles like Operations Manager or Senior Director

The Skills You Bring

• Your excellent interpersonal, verbal and written communication skills.
• Your ability to work well on teams and in fast-paced, cross-collaborative environments.
• You think analytically and deliver solutions to complex challenges.
• Your proven leadership skills.
• Your knowledge of the brokerage and/or Custody industry.
• You have intermediate to advanced knowledge of Microsoft Office applications.

The Value You Deliver

• Supporting divisional business needs, while maintaining a “client first” mentality.
• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
• Providing exceptional service to all of our clients by processing their requests in an accurate and timely manner.
• Driving high satisfaction, quality and efficiency for both the client and Fidelity.
• Delivering superior results quickly and efficiently, utilizing effective time management skills.
• Actively participate in client meetings and client service reviews.
• Driving innovation through curiosity and comprehensive understanding