Director, Client Service Management
Fidelity Investments, Merrimack, NH, United States
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.
Qualifications
BS or BA required; MBA preferred
5‑7 years of Health and Welfare benefits administration, outsourcing administration, or relevant experience
8‑10 years of experience with client interaction
CEBS Certification desired
Expertise & Skills You Bring
Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements and process improvements with sound business judgment and confidence in building a case with a successful outcome.
Ability to influence, negotiate, and complete strategies with internal and external customers.
Strong and effective interpersonal skills.
Ability to balance customer service with high‑level benefit analysis without compromising quality customer service.
Effective organizational, time management, facilitation, and prioritization skills.
Strong proficiency with Microsoft Office products.
Manage multiple client relationships of varying complexity and develop strong influential business relationships with key staff at the client and internal team members.
Ensure high quality and timely delivery of record‑keeping services.
Lead productivity improvements associated with servicing the assigned relationships.
Provide mentor support for new CSMs and participate in process improvement initiatives.
Client Leadership
Develop and manage 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 review client administration quality, accuracy, and optimal efficiency; execute appropriate corrective action and continuous efficiency improvement.
Accountable for management of administration to perform to standards or performance guarantees.
Raise and actively participate in the resolution of service issues.
Team Leadership
Manage quality of the service by leading and guiding 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. Deliver timely training or communication to business partners.
Project Leadership
Understand objectives and initiatives related to client projects and work with the organization to ensure that project resources are allocated.
Ensure all HW products and services are presented to the client in a timely manner. Work with the Product Team and Relationship Management as required during product rollout and maintenance phases.
Oversee the Annual Enrollment process each year, including kick‑off and post‑project presentations, discovery, and consulting on best practices to introduce new plan design, testing, and approving communication pieces prepared for the client.
Reporting
Prepare and deliver record‑keeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews.
Support the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s).
Know and understand the assigned client(s) contract, specific to the HW Statement of Work for services administered.
Certifications Note: Fidelity is not providing immigration sponsorship for this position.
Location Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M‑F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult your recruiter for the specific expectations for this position.
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Qualifications
BS or BA required; MBA preferred
5‑7 years of Health and Welfare benefits administration, outsourcing administration, or relevant experience
8‑10 years of experience with client interaction
CEBS Certification desired
Expertise & Skills You Bring
Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements and process improvements with sound business judgment and confidence in building a case with a successful outcome.
Ability to influence, negotiate, and complete strategies with internal and external customers.
Strong and effective interpersonal skills.
Ability to balance customer service with high‑level benefit analysis without compromising quality customer service.
Effective organizational, time management, facilitation, and prioritization skills.
Strong proficiency with Microsoft Office products.
Manage multiple client relationships of varying complexity and develop strong influential business relationships with key staff at the client and internal team members.
Ensure high quality and timely delivery of record‑keeping services.
Lead productivity improvements associated with servicing the assigned relationships.
Provide mentor support for new CSMs and participate in process improvement initiatives.
Client Leadership
Develop and manage 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 review client administration quality, accuracy, and optimal efficiency; execute appropriate corrective action and continuous efficiency improvement.
Accountable for management of administration to perform to standards or performance guarantees.
Raise and actively participate in the resolution of service issues.
Team Leadership
Manage quality of the service by leading and guiding 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. Deliver timely training or communication to business partners.
Project Leadership
Understand objectives and initiatives related to client projects and work with the organization to ensure that project resources are allocated.
Ensure all HW products and services are presented to the client in a timely manner. Work with the Product Team and Relationship Management as required during product rollout and maintenance phases.
Oversee the Annual Enrollment process each year, including kick‑off and post‑project presentations, discovery, and consulting on best practices to introduce new plan design, testing, and approving communication pieces prepared for the client.
Reporting
Prepare and deliver record‑keeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews.
Support the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s).
Know and understand the assigned client(s) contract, specific to the HW Statement of Work for services administered.
Certifications Note: Fidelity is not providing immigration sponsorship for this position.
Location Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M‑F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult your recruiter for the specific expectations for this position.
#J-18808-Ljbffr