Director, Client Service Management

Job Description:

The Role:

Fidelity Stock Transfer is looking for a Director, Client Service Manager to be part of an innovative team supporting our next-generation transfer agent operations and client relationships. In your capacity, you will build a partnering relationship with each of our clients to understand their business needs and the needs of their shareholders. You will strive to advocate for the client and continually improve their operational health. You will assess all raised issues to identify root cause and develop a creative and practical set of solutions while pairing with our new technology and sustaining our passion for excellent customer service.

Responsibilities Include:

• Owning the administration of new client contacts and supporting them throughout their life cycle

• Collaborating closely with clients and other business partners to provide direction and insight into Fidelity’s suite of products and services

• Developing new business opportunities and managing against operational feasibility

• Collaborating and influencing outcomes in a large matrix-managed environment and across multiple and diverse groups

• Participating in architectural system designs to meet client needs

• Complying with regulatory and policy mandates

• Ensuring all procedures are updated to mitigate process risks

• Ensuring the accuracy and timeliness of client requests

• Identifying improvements towards process efficiency and risk mitigation

• Supporting operational processes daily

The Skills and Expertise you bring:

• Proven experience in Financial Service Operations and Client Management

• Knowledge of or experience in:

  • Transfer agent operations

  • SEC regulations

  • Treasury operations or shareholder services of a publicly traded company

• Effective written, verbal and listening skills

• Strong analytic, problem solving and decision-making skills

• Developed project management skills

• Intermediate proficiency with Microsoft Office Suite

• Flexibility in schedule

Note: Fidelity is not providing immigration sponsorship for this position

The Team

We are Fidelity Labs, Fidelity Investments’ in-house fintech incubator with a mission to build new businesses to drive growth for Fidelity. We seek to shape the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses, and financial institutions we serve.

Fidelity Labs is a dynamic workplace that combines the best parts of startup life— building from scratch, adapting quickly, and moon-shot ambition—with the scale and stability of an industry leader. We provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture. Learn more at labs.fidelity.com.

The base salary range for this position is $95,000-186,000 USD per year.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

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.

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 consult with your recruiter for the specific expectations for this position.

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