Manager, Client Service

Manager, Client Service

Time onsite: blend of both onsite and offsite work (~50%)

Hybrid

• Smithfield, RI

• Operations

Manager

Series 07 - FINRA, Series 63 - FINRA

Note:

Fidelity will not provide sponsorship for this position.

The candidate will be a member within an evolving team which is reinventing core brokerage processes and technologies to meet changing customer and industry needs. The right individual will apply deep analytical skills and extensive brokerage knowledge to drive and implement various processes in relevant areas to ensure that they support the highest standards for customer service.

The areas in focus for this role are to develop and implement a world‑class digital service model by collaborating across the multiple operations groups and microservices that support the clearing firm. The coverage will range from client integration and onboarding to account opening and supporting trade inquiries on equity, options and mutual fund products.

• Collaborate with business partners, product managers, tech developers and where necessary third‑party vendors to deliver impeccable client service.
• Develop tools to analyze and improve client service and communication models.
• Gather external feedback to drive process improvements or new product development.
• Contribute to the ongoing gathering and analysis of relevant platform data and key measures which support the continuous optimization process just described.

• Strong subject matter expertise relative to the products and processes listed above.
• 5+ years Brokerage Operations and/or Service experience in the financial services industry.
• Client facing experience highly preferred. Experience in supporting correspondents and RIAs a plus.
• Strong customer service orientation with the ability to: prioritize and resolve customer service issues, maintain professionalism and focus under pressure, identify and escalte pattern anomalies and understand complexity and communicate clearly.
• Understanding of how technology is designed and adapted to support financial services.
• Analytical prowess decomposing complex processes and solving puzzles.
• Good knowledge management and documentation skills.
• Attention to detail; intolerance of design clunkiness and process inefficiency; positive attitude and excellent interpersonal, relationship, leadership and motivational skills.
• Series 7 required.
• Series 63 preferred, required to obtain within 60 days.

Series 07 - FINRA, Series 63 - FINRA

Client Service Operations

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 with your recruiter for the specific expectations for this position.

From our fully paid parent leave to our on‑site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

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 , or by calling , prompt 2, option 3.

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’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.