Position Title: Customer Service Manager

Job Description



Description



Customer Service Manager Who is the employer with the smartest career choices for passionate individuals who like to help people's dreams come true? Fidelity Investments. Start your Fidelity career now, with numerous opportunities for personal and professional growth, and a great compensation and benefits package. Business OverviewFidelity Investments offers retirement services and has grown to become the nation's leading provider of Defined Contribution, 401(k), services. We are responsible for educating our customers on various plan details and financial choices, while ensuring the customer gains a true understanding of the options available. Customer Support Services (CSS) service center associates serve as the face and voice of the Fidelity Investments organization, responding to the information, education, and transaction processing needs of our customers. We are committed to delivering a superior customer service experience to our customers in a courteous, empathetic, timely, and responsive manner.

Position DescriptionManagers are accountable for individual and team success and expected to have accountability for ensuring high levels of customer satisfaction and resolving escalations as needed. Primary Responsibilities •Coach, manage and lead 15 to 18 associates in a service center environment while understanding and balancing the needs of the associate, customer and business

•Deliver results by understanding the business drivers and coaching associates around key behaviors and metrics that influence results

•Manage associates through change and encourage an environment where associates can provide feedback on opportunities for change in the environment and process

•Apply variation analysis to assess results and move the entire team & site toward a consistent customer experience





Qualifications:

Education and Experience
•2+ years of management experience in a service centered business

•Series 6, 63 and 26 registrations preferred (will be expected to obtain all licenses if not currently held)

•College Degree or applicable work experience and knowledge

Skills and Knowledge
•Seeking individuals with a high sense of integrity, strong people management experience, excellent problem solving, operational thinking, customer service

•Management by fact and strength in applying management judgment

•Strong communication ability - effectively connect all of the organizational messaging for the associates and communicate appropriately

•Builds constructive and effective relationships utilizing flexible interpersonal skills

•Good working knowledge of Microsoft Office applications (Word, Excel, Access & PowerPoint)

Company Overview

Fidelity Investments is one of the world's largest providers of financial services, with custodied assets of $3.3 trillion, including managed assets of more than $1.5 trillion as of June 30, 2008. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to 24 million individuals and institutions as well as through 5,500 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket and a leading online brokerage firm. For more information about Fidelity Investments, visit .



JOB PROFILE

Job Category: Client/Customer Service

Locations: NH-Merrimack

Schedule: Full-time

Job Level: Manager

Education Level Bachelor's Degree (±16 years)

Job Type Standard

Shift: Day Job

Overtime Status: Exempt

Travel: No