Posted 3 days ago
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**Operations Manager, Client Experience** Lead Transaction Service Representatives (TSR) for Fidelity's Custody clients, coordinating activities and providing daily coaching to enhance transaction processing, productivity, and quality. Manage scheduling, reporting, and overtime needs while addressing high-volume operational tasks and driving process improvements. Degree and 2+ years (or 5+ years) of Brokerage Operations experience required, along with Series 7 certification and strong CE Custody brokerage workflow knowledge. Expertise in people management, communication, and project management is essential to succeed in this fast-paced, growing environment.
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Full Job Description
Job Description:
The Role
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 Were 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.
Certifications:
Category:
Brokerage OperationsPlease be advised that Fidelitys 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.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about 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. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
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