Director, Custody - Client Experience

Job Description:

The Role

FBOT Client Experience Division provides superior customer service to Fidelity's IWMS Advisors through innovation, dedication and commitment to excellence. The Director will be the overall leader for the Premium service team providing service support to select group of RIA clients. Responsible for the client service experience of assigned clients, leading the service team daily and providing daily coaching around service interactions, productivity, and quality.

• Lead service team of exempt and non-exempt staff comprised of client management, client service and support, dedicated to multiple Advisor clients within the Premium Tier

• Monitor service interactions - provide on the spot coaching and direction on service interactions, escalations, and client communication. 

• Ensure 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 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 Service 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. 

• Manage risk appropriately - assess situation, escalate, partner to resolve issue. 

• Manage Advisor Service Level Agreements and expectations.

• 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 or 9/10)

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

Certifications:

Series 07 - FINRA, Series 24 - FINRA

Category:

Brokerage Operations

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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.