Job Description:
Director - Philanthropic Solutions
The Role
As a member of the Perspectives Client Experience team within Service Delivery and Operations, the Director is a leader overseeing a team of dedicated professionals who provide superior service while driving ideal solutions and behavior for our Ultra-High Net Worth donors and their advisors. These are the most sophisticated, highly complex and highly valued relationships within Fidelity Charitable.
The Director supports a specific set of Ultra-High Net Worth Donors and facilitates donor and advisor interactions via phone, e-mail, video conference and occasionally in person meetings, consulting on a broad range of program offerings and service topics. This role is responsible for proactively building a positive client relationship with donors and business partners across Fidelity as well as with external advisory firms to support our donors requests, facilitate philanthropic conversations to understand donor's goals, consult on cross product dependencies, and facilitate solutions for very complex transactions and client issues. The Client Service Manager optimizes the client experience as it relates to Operations and Service to drive high satisfaction, quality and efficiency for the donors and advisors and Fidelity Charitable.
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The Expertise and Skills You Bring
The Director of Philanthropic Solutions provides outstanding service and drives ideal solutions for this group of clients (donors and advisors) responsible for more than $8B annually in grantmaking. Client Service Managers are highly engaged in all areas of support and management relative to the activities inherent to donor-advised fund (DAF) accounts at Fidelity Charitable and are responsible for daily operational end to end service delivery.
The Director will have direct service and coordinated operational oversight to coordinate and monitor transactional activity across the various partnering business units within Fidelity Charitable to ensure proper processing from start to finish and will serve as the main point of contact for Fidelity Charitable business units for any questions or clarification needed regarding transactional items.
Additionally, these donors and advisors may have critical relationships across many parts of the Fidelity Enterprise including, Personal Wealth Management (PWM), Workplace Participant Services (WPS/WI), Stock Plan Services (SPS) and with Fidelity Family Office Services (FFOS). As such, the Client Service Manager must ensure a positive service experience as any negative experience with Fidelity Charitable can have a cascading negative reputational impact across other Fidelity relationships.
- Provide end to end thought leadership for Service and Operations for our clients for all policy and transactional questions related to their donor-advised fund account.
- Daily prioritization, problem prevention by anticipating what could go wrong and what should be audited, reactive resolution and when/how to connect with clients by being proactive and responsive
- Responsible for recognizing and escalating potential areas of risk and presenting solutions to appropriate senior managers and donors and advisors.
- Strong interpersonal navigational skills.
- Strong customer interaction skills.
- Superior attention to detail and experience with high dollar transactions.
- Operational improvement skills.
- Strong analytical skills
- Project management experience
- Executes with a high sense of urgency
- Strong and effective verbal and written communication skills
- Problem solving skills and general resourcefulness with excellent follow through
- Superior decision-making skills and the ability to apply judgement and operate with a high level of autonomy, makes decisions with minimal oversight that impact donor and advisor
- Ability to work independently in a fast-paced environment and influence appropriately
- Deep knowledge of Fidelity Charitable's products, services, and policies and procedures
- Previous management experience (preferred)
- Experience coordinating across Fidelity teams; specifically Legal, Risk, Compliance, Investments, and Tax
Note: Fidelity is not providing immigration sponsorship for this position
The Team
Fidelity Charitable is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits - and increased charitable impact - of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all the charitable organization's employees and supports all its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.
Certifications:
Category:
Client Service
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.