Participant Services Manager

Job Description:

Your passion to coach, develop, and lead others enables you to build a culture of associate engagement and deliver exceptional business results. You understand the ins and outs of what it takes to be successful and motivate others to achieve their goals. Participant Services associates provide Defined Contribution, Defined Benefit, Tax Exempt, and Health & Welfare education and solutions to our customers with a mission of helping participants navigate their workplace benefits while delivering an extraordinary customer experience. You’ve got the service gene and motivate others to put it to use!

The Expertise We’re Looking For

• 2+ years of management experience, preferably in a service-related role
• WI product knowledge (DC, DB, and/or TEM) preferred
• College degree or comparable work experience

The Purpose of Your Role

You are an influencer who consistently makes a positive impact. You are passionate about coaching, managing, and leading approximately 20 associates to work collectively towards a common goal. You’re a motivator, energized by a dynamic environment and passionate about change. You can coach to key behaviors that help drive business results and empower others to embrace feedback and cultivate an environment focused on growth and development. You inspire others to create the best customer experience possible. In addition to leading your team, you’ll take a leadership role in a dynamic organization, partnering with your peer managers to build a positive and engaging site culture and associate experience.

The Skills You Bring

• Your exceptional interpersonal and client service skills
• An ability to manage a multi-goal scorecard and develop responsive action plans based on your experience and root cause analysis
• Your ability to coach and engage associates in identifying roadblocks they’re facing and help them overcome obstacles
• You’re a problem-solver and inspire creative solutions
• You have strong communication skills
• You know how to adapt and be flexible when the business changes
• Your proven ability to build relationships across the organization

The Value You Deliver

• Building lifetime relationships and playing a critical role in associate experience
• You will help find opportunities within the business to help create solutions for success
• Supporting associates daily and coaching to desired behaviors
• Cultivating an environment of passion, growth, and development
• Leading others through change
• Implementing standards for optimized delivery performance aligned with industry standard
• Communicating the state of project work to impact results on a site level
• Partnering with different groups across the organization to align and inform others of future development
• Carefully managing, monitoring and reporting results along with assessing and mitigating risk

How Your Work Impacts the Organization

Participant Services Managers are the front-line leaders of our organization. The effort and success our financial associates bring to the firm is a mirror image of the value you bring. Our associates are the key element to success as we know and believe that an excellent customer experience can turn into a lifetime relationship for Fidelity. Your talent and skills are invaluable and appreciated by all.

Certifications:

Category:

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.

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.