DC CSM Group Segment Head

The Role

The CSM Group Segment Head has primary responsibility for leading a segment of Client Service Managers (CSMs) that support Workplace Investing's Defined Contribution clients. CSMs coordinate and lead service activities for clients with Qualified Defined Contribution plans, Non-Qualified Defined Contribution plans, HSA plans, and many other emerging products. Success is measured through client satisfaction, client retention, team development, and improving operational execution and scale. The role requires the desire and ability to participate in and drive cross-functional initiatives which have significant business impact. This role will:

• Have ultimate accountability for the day-to-day service satisfaction of Defined Contribution Strategic Market Workplace Investing clients with over to $2 trillion in assets under administration.
• Cultivate a climate that values and rewards positive contributions, inclusion, diversity, initiative, and achievement of results.
• Lead and develop a team of people leaders passionate about creating a culture of outstanding service delivery and associate growth and development.
• Develop, run, implement, and monitor the service delivery strategy
• Provide impactful feedback often. Recognize where team members can be more effective and implement changes to improve performance.
• Anticipate and resolve roadblocks, challenges, and dependences within and across functional teams.
• Find opportunities for improvement and champion system enhancements and process improvements
• Handle client concerns and be responsible for making sure the organization is implementing individual client service recovery efforts when needed.
• Work closely with various internal business partners and external client contacts at various organizational levels.

The Expertise and Skills You Bring

• Financial services industry and large client servicing experience
• Knowledge of Defined Contribution Qualified, Non-Qualified, HSA plans, as well as knowledge of other emerging products such as Charitable Giving and Student Debt
• Leadership experience, with confirmed results managing people leaders and driving organization strategy
• Experience in providing client service to an external client and/or leading a service organization with superior service results
• Outstanding relationship builder and communicator
• Flexibility, can easily shift priorities and apply excellent planning, organizational, and interpersonal skills
• Influence and negotiation skills
• Ability to manage to performance measurements and develop strategies to meet/exceed targets; takes corrective action and implements plans as needed.
• Ability to coach, mentor and develop leaders and associates at all levels, evaluating performance, balancing competing priorities, compensation planning and analysis, and adapting organization as needed.
• Enjoy interacting with clients in various roles, problem solving, associate recognition, conducting satisfaction surveys, etc.
• Able to capture and assess client feedback and encourage behaviors to enhance interactions, using effective conflict resolution skills.
• Able to support sales efforts with prospective clients to represent the DC Client Service Operations Leadership team.
• Build and maintain effective collaboration and open communication with partners in every part of the organization. Can advocate for service and product improvements. Listens to feedback and collaborates on solutions that deliver the best outcome for our clients and the overall organization.

The Team

This role is a member of the Defined Contribution Client Service Operations Senior Leadership team and helps set the overall organization strategy. You bring the voice of the client to ensure our team is working toward improvements and solutions that deliver customer and business value. Understanding the unique needs of every client we support and staying grounded in the client experience is critical to our ongoing success.

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 hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

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 fidelitycareers.com.

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 accommodations@fmr.com.