Director, Client Service Manager Director, Client Service Manager …

Fidelity Investments
in Merrimack, NH, United States
Permanent, Full time
Last application, 12 May 21
Fidelity Investments
in Merrimack, NH, United States
Permanent, Full time
Last application, 12 May 21
Director, Client Service Manager
Job Description:
The Expertise We're Looking For
Education and Experience
  • BS or BA required; MBA preferred
  • CEBS Certification desired
  • 5 - 7 years of Health and Welfare benefits administration, outsourcing administration or relevant experience
  • 8 - 10 years of experience with client interaction
  • Proficient leadership skills (i.e. consistently demonstrates the ability to get things done; taking initiative to identify service enhancements or process improvements; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issue(s), identifying solution(s) and determining and acting on the best solution in a timely manner)
  • Ability to influence, negotiate and execute strategies with internal and external customers
  • Strong and effective communication skills
  • Demonstrated ability to balance customer service with sound business judgment; the ability to perform high level cost, risk and benefit analysis without compromising quality customer service
  • Effective organizational, time management, facilitation and prioritization skills
  • Strong personal computing skills, including proficiency with Microsoft Office products (including, but not limited to, Word, Excel, Access, Project, One Note and PowerPoint)
The Purpose of Your Role

The Client Services Manager (CSM) demonstrates strong client consulting skills and deep knowledge of Health and Welfare plan provisions, regulatory, compliance and client provisional nuances. Under minimal direction, the CSM serves as the recordkeeping services plan expert and primary communication point for clients regarding their Health and Welfare record keeping services, including client and participant user interfaces.

The Skills You Bring
Client Leadership
  • Developing and managing the relationship between the client and Fidelity Health Care service (Health and Welfare and Health Savings Accounts) to ensure the client recognizes the quality of service being provided on a regular basis.
  • Proactively reviewing client administration quality, accuracy, and optimal efficiency of their client's administration and execution of appropriate corrective action and/or continuous efficiency improvement.
  • Accountable for management of administration to perform to standards or performance guarantees.
  • Escalating and actively participating in the resolution of service issues.
Team Leadership
  • Managing quality of the service by leading and managing the performance of the HW virtual team to ensure the service meets the client's needs. Accountable for ensuring plan documentation is maintained accurately and is signed off by the client. Delivering timely training or communication to business partners.
Project Leadership
  • Understanding the objectives and initiatives related to client projects and works with the organization to ensure that project resources are allocated.
  • Ensuring that all HW products and services are presented to client in a timely manner. Work with the Product Team and Relationship Management as required during product rollout and maintenance phases.
  • Oversight of the Annual Enrollment project each year, which includes kick-off and post-project presentations, discovery requirements, validation of the annual enrollment windows, consulting on best practices for introducing new plan design, testing, and approving the various communication pieces prepared for the client during the entire project.
  • Preparing and delivering recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews. Supporting the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s). Knowing and understanding the assigned client(s) contract, specific to the HW Statement of Work for services administered.
The Value You Deliver
  • CSMs will be assigned multiple client relationships of varying complexity and is expected to develop and maintain the following:
    • Strong influential business relationships with key staff at the client, and with internal team members.
    • Ensuring high quality and timely delivery of record keeping services.
    • Must balance meeting customer service needs with sound business judgment.
    • Must lead productivity improvements associated with servicing the assigned relationships.
    • Fully satisfying and creating/maintaining referenceable clients.
How Your Work Impacts the Organization

As a leader in the Client Services Management community, you will ensure that services, practices and processes employed by all business partners, meet the client's business needs, are based on sound business decisions, cost, risk and benefit analyses and profitability considerations; provide mentor support for new CSMs and participate in process improvement initiatives.


Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. Find your Fidelity at .

Fidelity Investments is an equal opportunity employer.
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations , or by calling 800-835-5099, prompt 2, option 2.

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