Client Service Manager II

About the role

Fidelity will not provide immigration sponsorship for this position.

About the role

Have you ever considered a career that allows you to share your expertise in financial services with a passion for philanthropy? National Charitable Services performs philanthropic services to the largest donor advised fund in the world, Fidelity Charitable. Service Delivery and Operations supports money movement, client interactions as well as various oversight functions that enables our donors, advisors and non profit organizations accomplish their goals.

As part of operations, our job is to ensure that all the grants, contributions and money movement transactions are accounted for and accurately recorded. A lot of the daily work is managed through tools of Fidelity Investments, but our business model is unique! Every day we have thousands of interactions with our donors/advisors and non profit organizations. Operations is suited for those that enjoy having a regular, daily routine - but fair warning - it does get strained during our end of year busiest time - giving season.

The Operations Manager role is responsible for establishing, implementing, and executing on day-to-day operations of our beneficiary gift process. This role is key to our success in Service Delivery Operations, ensuring our controls are executed flawlessly each day. This role will train, coach and mentor the associates on the team, growing them to full contributors and preparing them for a future across Fidelity. Our goal is for associates to work on the team for up to 2-3 years and achieve a promotion before transitioning to another department.

The Expertise and Skills You Bring

• Expertise in estate or beneficiary distributions or related processes.
• Bachelor's degree required with at least 5 years of relevant work experience.
• Knowledge of the financial services and/or non-profit industry, specifically as it relates to estate or beneficiary processing.
• Preferred experience or demonstrated proficiency in the areas of Risk Management, Compliance, Marketing, and Operations.
• Effective verbal/written communication skills to influence, build consensus and integrate complex information;
• Desire to coach, manage, develop, and lead others, building associate engagement to deliver outstanding business results.
• Ability to own/improve business partner relationships and engage with vendors in a professional manner.
• Ability to be a self-starter with a high degree of ownership and accountability for results, and ability to take initiative, learn quickly and think independently
• Flexibility and adaptability will enable you to react constructively and with a positive demeanor to multiple and shifting priorities, unexpected events, and seasonal demands
• Lead quality and timely work to meet the needs of a wide range of donors, advisors and non profit organizations; ensure efficient distribution of work to meet processing, special handling, and issue resolution standards; create and sustain a team focus on quality and continual process improvement; serve as initial point of escalation for service issues.
• Continually evaluate work distribution and performance. Design and generate reports to measure and communicate the teams' progress against KPIs/metrics, and handle workflow and productivity.

How Your Work Impacts the Organization

The Fidelity Charitable Gift Fund (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.

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 Employee's 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 Onsite Working Model

• Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles.
• Currently, some roles and locations require 100% onsite presence, while others require less.
• Onsite expectations are likely to evolve as the rollout continues.
• This transition does not apply to fully remote roles.