Operations Manager, Client Experience

Do you want to work for a fast paced, growing organization where people make the difference? Do you thrive on developing associates and collaborating with peers across teams/sites? Join us as an Operations Manager in FCCS where you will be leading associates, educating, and resolving complex day to day operational issues for our Custody clients. 

Client Experience Division (CE) provides superior customer service to Fidelity's Custody clients through innovation, dedication, and commitment to excellence.  The Ops Manager will coordinate and supervise Transaction Service Representatives (TSR) for Westlake Custody. The Ops Manager will be responsible for direct TSR management, reporting, overtime needs, scheduling and providing daily coaching around transaction processing, productivity and quality.  They will be tasked with leading a team addressing high volume ops activity, specialized processing projects and supporting our overall process in standard goals for the broader CE Organization.

Note: Fidelity will not provide immigration sponsorship for this position.

The Expertise And Skills We’re Looking For 

• Bachelor's Degree with 2+ years Brokerage Operations experience OR 5+ years Brokerage Operations experience required

• Strong CE Custody brokerage workflow knowledge required

• Passion to lead and develop others to success

• Series 7 Required

• Series 24 Preferred

• Strong people management skills

• Strong communication / interaction skills

• Ability to navigate the organization, influence, and advocate

• Ability to juggle multiple time-sensitive, competing priorities

• Strong customer service skills

• Strong organization and time management skills

• Project management experience a plus

• Business analysis experience a plus

• Supporting divisional business needs, while maintaining a 'client first' mentality.

• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.

• Driving high satisfaction, quality and efficiency for both the client and Fidelity.

• Delivering superior results quickly and efficiently, utilizing effective time management skills.

• Driving innovation through curiosity and comprehensive understanding of business processes and challenges.

• Bringing energy and excitement to your role every day.

The Team

The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ('FCCS'), which includes banks and broker dealers in the clearing space and registered investment advisors ('RIA'), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space.  CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity; in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.