Job Description:

The Client Services Project Manager (CSPM) is part of the Client Service Management, Tax Exempt Market (TEM) Plan Services organization and is a key client facing associate responsible for client focused project execution. The CSPM operates in a service team environment and is accountable for managing external DC, NQ, and HSA client projects related to plan level record keeping and operational service enhancements.

The CSPM supports the Client Service Teams who establish, maintain, and manage daily client relationships with client decision makers, and who are responsible for operational plan design and overseeing ongoing administration. The CSPM role will include project work focused on payroll conversions, service adds/terminations, and other strategic tasks on behalf of the TEM Client Services department. They will coordinate and prioritize the efforts of the internal operational service team, Managing Directors, aligned CSMs and back-office processing groups. This role supports clients across all segments of TEM and requires both Plan-Level (CSM) and Participant-Level (CSA) expertise to support Tax Exempt plan administrators and Client Service Teams.

Primary Responsibilities

• Write and maintain procedures for key client focused projects, such as payroll conversions, changes to electronic data transfers (EDT), and service adds/terminations
• Manage a prioritized list of client initiatives, serving as an extension of the CSM/CSA team.
• Respond to client phone calls and emails related to supported projects
• Become a subject matter expert in targeted high complexity areas and support questions from the CSM/CSA teams.
• Provide training and support to clients on focused areas of expertise
• Lead multiple projects and prioritizing workload based on urgency, importance, client expectations and business needs, delegating decision-making to team members as appropriate
• Develop project timelines and ensuring that project team members complete requirements on time, while anticipating challenges and formulating solutions before the project is adversely impacted
• Monitor and reporting on project status
• Collaborate with internal business partners (WI Operational teams such as CAR, MI, MO, TRS, NQ) to ensure that client requests and escalations are responded to timely
• Respond timely to internal requests (email, XTRACs, projects, etc.)
• Provides education/training on service changes
• Serves as operational consultant during client projects
• Perform proactive plan/data reviews to identify opportunities to improve across the entire Tax-Exempt segment
• Design framework to streamline projects that CSMs/CSAs work on, including intake, project management, execution, and post project audits
• Partner with TEM leadership to define, rollout, and execute the CSPM role
• Support the Team-Based CSM team with daily plan sponsor support (inbound calls, emails, XTRACs) when needed

Education and Experience

• Bachelor's degree preferred
• 5-10 years of relevant experience, preferably with 5 being in defined contribution
• Experience establishing and maintaining relationships with key client operational decision makers
• Experience facilitating client interactions (phone, face to face)
• Experience identifying and implementing process enhancements
• Experience in 2 of the following 3 areas; payroll conversions/EDT, project management and/or client management
  

Skills and Knowledge

• Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
• Ability to project manage, set priorities, meet goals and deadlines
• Confidently lead by influence and use strong communication and interpersonal skills to work across organizations
• Analytical, organized, and have strong multi-tasking skills
• Decisive, creative, and adaptable, with experience developing and driving solutions for clients while balancing business goals and priorities
• Identify and lead quality improvement initiatives and other special projects for the team
• Experience writing internal procedures and job aids
• Maintain control of situations through appropriate positioning and escalation
• Impacts organization through mentoring and coaching of others
• Critical thinking
• Have mastered influencing skills and active listening
• Top notch client skills
• Has extremely strong consultative skills
• Takes control of situations, brings teams together and facilitates problem solving
• Feels fully accountable and drives ownership
• Strong regulatory knowledge of 403 (b) plans, NQ plans, products and application
• Ability to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution
• Demonstrated ability to negotiate with clients and all business partners
• Technical and operations knowledge
• Use of judgment and ability to influence and execute strategies with clients
• Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship
• Microsoft Office applications are a plus

Certifications:

Category:

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 every other week (all business days, M-F) in a Fidelity office.