Job Description:

The Client Service Management (CSM)Group Segment Head leads an organization accountable for operational support and service delivery for Defined Contribution workplace clients. The CSM Segment Head collaborates with senior leaders to develop the strategic vision and long-term business direction based on anticipated future trends, issues, and business drivers. In addition, they understand client needs, prioritize and direct projects, guide the daily operations of the team, and establish the standard for exemplary support from business partners. The role is part of the Defined Contribution Client Service Operations leadership team and assists in carrying out the overall organization mission of delivering outstanding service.

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 Large/Select Market Workplace Investing clients with Billions 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:

Category:

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.