Sr. Client Service Manager / Director, Client Service Management

Job Description

Fidelity will not provide immigration sponsorship for this position.

The 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 Expertise and Skills You Bring

BS or BA required MBA preferred CEBS Certification desired 5 - 7 years of Health and Welfare benefits administration outsourcing administration with client interaction Effective organizational time management facilitation and prioritization skills. Proficient leadership skills consistently demonstrating the ability to get things done taking initiative to identify service enhancements and process improvements with sound business judgement demonstrating confidence in building a case with a successful outcome. Ability to influence negotiate and complete strategies with internal and external customers. Strong and effective communication skills. Demonstrated ability to balance customer service with the ability to perform high level cost risk and benefit analysis without compromising quality customer service. Strong proficiency with Microsoft Office products.

CSMs may be assigned multiple client relationships of varying complexity and are expected to develop and maintain strong influential business relationships with key staff at the client and with internal team members. Ensure high quality and timely delivery of record keeping services. Must lead productivity improvements associated with servicing the assigned relationships. Provide mentor support for new CSMs and participate in process improvement initiatives.

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 creating referenceable clients. Proactively reviewing client administration quality accuracy and optimal efficiency of their clients administration and execution of appropriate corrective action andor continuous efficiency improvement. Accountable for management of administration to perform to standards or performance guarantees. Raising 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 clients 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 process each year which includes kick-off and post-project presentations discovery and consulting on best practices to introduce new plan design testing and approving the various communication pieces prepared for the client. 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 clients. Knowing and understanding the assigned clients contract specific to the HW Statement of Work for services administered.

The Team

As a leader in the Client Services Management community you will ensure that services practices and processes employed by all business partners meet the clients business needs and are based on sound business decisions cost risk and benefit analyses and profitability considerations. As a member of Fidelity Health we help our clients and participants make better health decisions so that they can navigate the journey with confidence.

Fidelitys Onsite Working Model

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently some roles and locations require 100 onsite presence while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications

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Client Service

Please be advised that Fidelitys 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 andor associating with individuals with certain Criminal Histories.

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Benefits that balance life and work

From our fully paid parent leave to our on-site health and wellness centers our benefits support the belief that more balance you have the better you can achieve your goals.

Benefits

Company overview

Company overview

At Fidelity we are passionate about 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 experience.

Reasonable accommodations

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 accommodationsfmr.com or by calling 800-835-5099 prompt 2 option 3.

Equal opportunity employer

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.

Applicant screening

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 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.

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