Director, Client Experience

Fidelity Investments - Jersey City, New Jersey
5/16/2018 5:43:04 AM

Job Desription

Are you a proven leader with experience managing service and operations functions? Join us in the Fidelity Institutional Client Experience Division where you will lead a team of client service professionals in our Institutional Support Group (ISG). The ISG team supports a broad range of customer activities such as Trade Support, Mutual Funds Operations and Trading, Corporate Actions, Securities Processing, Security Master and Pricing. The ISG team provides service support to clients via inbound and outbound phone and Service Center interactions, delivering high quality, cost effective and innovative service solutions through talented associates and service expertise.

The Expertise We’re Looking For

Bachelor’s degree or equivalent work experience required

5 + years of experience within the financial services industry

1-3 years people management experience required

Project management preferred

Series 7 and Series 24 licenses required

The Purpose of Your Role

The Director/Senior Director will lead a team of individuals who support customer activities such as new accounts, account maintenance, TOA and/or Money Movement. The Director/Senior Director will manage all aspects of the team including daily volume management, associate coaching, development and performance management, business planning and project management. This role manages a team of service professionals. The Director fosters an environment focused on superior service and continuous improvement.

The Skills You Bring

Your strong experience delivering superior service to clients

Your proven ability to bring the best out of the people you work with though coaching and employee development

Your proven ability to drive efficiency and productivity

Your commitment to drive quality and process improvements in a fast paced, customer service driven environment

Your excellent written and verbal communication skills

Your strong problem solving and collaboration skills

Your ability to foster a highly interactive and engaged workforce

Your strong capability to build relationships, provide clear direction and priorities, and build effective teams

The Value You Deliver

Managing all aspects of a fast paced service team including coaching and employee development, maintaining strong working relationships with key client and business partners, daily operations management, compliance and oversight, business planning and project management

Incorporating goals and new initiatives into operation's daily processes, controls and service levels agreements; holding staff accountable for implementation

Supporting, communicating and driving key business objectives to ensure optimization of resources and a culture of continuous process improvement

Helping to develop and manage goals; using analytical skills to effectively to manage and drive process and service improvement

Attracting, developing, and retaining talent

How Your Work Impacts the Organization

The ISG Team, which is part of Fidelity Institutional’ s Client Experience Division, provides service support for clearing clients which includes banks and broker dealers. Our knowledgeable team focuses on providing high quality superior service during every interaction, mitigating risk and strengthening operational efficiency Fidelity’s ability to provide an outstanding customer experience.

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.

Job: Operations

Primary Location: US-NJ-Jersey City

Schedule: Full-time

Job Level: Director

Education Level: Bachelor's Degree (±16 years)

Job Type: Standard

Overtime Status: Exempt

Travel: No

Jersey City, New Jersey
Jersey City, NJ