Job Description:
Senior Manager, Client Experience
Role
This role will report to the Director, Client Experience and be responsible for site leadership for a team of associates focused on providing a world-class client experience. We are looking for an experienced leader, who can balance day-to-day responsibilities (including escalations) with ongoing process improvements to gain efficiency and reduce risks. In addition, this leader will need to stay aligned with peers across Fidelity Charitable to ensure a consistent customer experience.
Expertise and Skills you Bring
- Site Leadership for a cross-functional team of associates who are focused on providing a world-class client experience
- Day-to-day management of a team of front-line associates, including interviewing, onboarding, payroll, PTO Management, scheduling, performance management, compensation
- Develop and coach associates to effectively, accurately and efficiently meet our client's needs
- Drive culture and associate engagement through coaching, development and a highly customized and personalized approach to team leadership
- Motivate, inspire, and drive excellence
- Monitor team and individual quality and productivity and take steps to ensure these metrics are aligned with stated goals
- Active coaching skills with working knowledge of Situational Leadership and Extraordinary Coach
- Proven ability to balance leadership and supervisory responsibilities while quickly becoming a subject matter expert on all tasks within the team
- Your ability to partner with peers locally and nationally to maintain a culture of collaboration, success and reward
- Strong and proficient verbal and written communication skills, with all levels
- Timely and effective decision making
- Bachelors' degree and/or 5+ years' experience in customer service leadership
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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. 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 all business days of every other week in a Fidelity office.
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.