Director, Brokerage Client Experience Operations

Job Description:

Director, Brokerage Client Experience Operations
 

The Team

Fidelity Institutional Client Experience Division provides superior customer service to Fidelity Institutional Custody clients through innovation, dedication and commitment to excellence. The Senior Director will be the overall leader for the service team providing processing and service support to select group of Custody Advisor clients. Responsible for the client service experience of assigned Custody clients, leading the service team on a daily basis and providing daily coaching around service interactions, transaction processing, productivity, and quality.
 

The Role

• Lead service team of exempt and non-exempt staff comprised of client management, client service and support, and transaction service personnel dedicated to multiple Custody Advisor clients within a designated tier or segment.
• Monitor transactions and service interactions - provide on the spot coaching and direction on transactions, escalations, and client communication.
• Ensure transaction and service interaction quality and productivity standards are met and that the client experience is positive.
• Identify and communicate performance goals and expectations for each member of the team.
• Partner with Internal Training to ensure each member of the team is appropriately trained to handle the work they are assigned and can provide the highest level of customer service.
• Maintain direct contact with the Custody Advisor Relationship Manager. Ensure regular communication on client status, issues, successes, and overall progress against client objectives.
• Ability to communicate with Advisor directly on service escalations. Also communicate on service team enhancements, successes, and overall progress against client expectations.
• Assist client managers and relationship managers during client visits and service reviews
• Manage staffing throughout the day. Stagger hours, and rotate staff to ensure proper client coverage and consistent service levels are being met both intra-day as well as during scheduled outages.
• Supervisory responsibilities include daily oversight for transaction servicing for New Accounts, Maintenance, Asset Transfer, and Money Movement.
• Manage risk appropriately - assess situation, escalate, partner to resolve issue.
• Manage Advisor Service goal and expectations.
• Oversee service team workflow to ensure that Advisor processing priority flow is maintained.
• Collaborate with peers and superiors on process improvement ideas, product, policy and procedure enhancements, and opportunities to improve our Advisors' service experience with Fidelity Investments.
   

Education and Experience

• Bachelor's Degree preferred
• 5+ years Brokerage Operations experience required
• 5+ years Financial Operations Management or equivalent experience required
• Client Management experience preferred
• Series 7 and 24 preferred (will be required to obtain within 90 days as part of the position)
   

Skills and Knowledge

• Project management experience a plus
• Business analysis and consulting experience a plus
• Strong people management skills
• Strong people interaction skills
• Strong organizational navigational skills
• Strong customer service skills
• Job Category
• Operations & Client Services

Certifications:

Category:

Brokerage Operations

Fidelity’s working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).