Director of Client Service Management

Job Description:

Fidelity Stock Transfer is looking for a Director of Client Service Manager to be part of an innovative team supporting our next-generation transfer agent operations and west coast client relationships. In your capacity, you will build a partnering relationship with each of our clients to understand their business needs and the needs of their shareholders. You will strive to advocate for the client and continually improve their operational health. You will assess all raised issues to identify root cause and develop a creative and practical set of solutions while pairing with our new technology and sustaining our passion for excellent customer service.

Responsibilities Include:

• Owning the administration of new customer contacts and supporting them throughout their life cycle

• Collaborating closely with clients and other business partners to provide direction and insight into Fidelity’s suite of products and services

• Developing new business opportunities and managing against operational feasibility

• Collaborating and influencing outcomes in a large matrix-managed environment and across multiple and diverse groups

• Participating in architectural system designs to meet client needs

• Complying with regulatory and policy mandates

• Ensuring all procedures are updated to mitigate process risks

• Ensuring the accuracy and timeliness of client requests

• Identifying improvements towards process efficiency and risk mitigation

• Supporting operational processes daily

Position Requirements:

• Proven experience in Financial Service Operations & Client Management

• Knowledge of or experience in:

  • Transfer agent operations

  • SEC regulations

  • Treasury operations or shareholder services of a publicly traded company

• Effective written, verbal and listening skills

• Strong analytic, problem solving and decision-making skills

• Developed project management skills

• Intermediate proficiency with Microsoft Office Suite

Note: Fidelity is not providing immigration sponsorship for this position

The Team

We are Fidelity Labs, Fidelity Investments’ in-house fintech incubator with a mission to build new businesses to drive growth for Fidelity. We seek to shape the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses, and financial institutions we serve.

Fidelity Labs is a dynamic workplace that combines the best parts of startup life— building from scratch, adapting quickly, and moon-shot ambition—with the scale and stability of an industry leader. We provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture. Learn more at labs.fidelity.com.

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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.

Please be advised that Fidelity’s 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 and/or associating with individuals with certain Criminal Histories.