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    Director, Client Service Management - Albuquerque, United States - Fidelity Investments

    Fidelity Investments
    Fidelity Investments Albuquerque, United States

    1 week ago

    Fidelity Investments background
    Description

    Job Description:
    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.

    Expertise and Skills you Bring


    • BS or BA required; MBA preferred
    • CEBS Certification desired
    * - 7 years of Health and Welfare benefits administration, outsourcing administration, or relevant experience

    * 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)
    • 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.
    • 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.
    • 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.
    • 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.

    Certifications:
    Company Overview

    Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

    Join Us

    At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours.

    You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home.

    Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024.

    And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.


    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).

    At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process.

    Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested.

    This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent).

    These investigations will account for 7 years or more of history, depending on the role.

    Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

    We invite you to 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 Accommodation Team by sending an email to , or by calling , prompt 2, option 3.

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