Job Description:

Manager, Account Management

Note: Fidelity will not provide immigration sponsorship for this position.

The Role

The primary mission of the Investment Operations team is helping people, help people. We are looking for dynamic and customer-focused Leader to lead our Account Management team. This leader will oversee a team of skilled professionals responsible for updating customer accounts, ensuring a seamless and exceptional client experience from initiation to completion. The ideal candidate will have a deep understanding of the client journey, a passion for delivering outstanding service, and expertise in handling complex operational situations. In addition to day-to-day oversight, the Manager will drive critical initiatives to improve process efficiency, enhance the onboarding experience, align account Management practices with broader business goals, and ensure risks are well managed. This role requires a collaborative leader who can inspire high-performing teams and effectively lead cross-functional projects in a fast-paced environment.

• Responsible for all talent management and development practices including recruiting, coaching, development, and performance management
• Develop and implement the strategy for the account management process with clear objectives and key performance indicators for the team. Use data-driven approaches to identify trends, forecast needs, and drive strategic decisions.
• Identifies, prioritizes, and drives key advances in process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
• Implement new tools, technologies, and methodologies to enhance procedures and team effectiveness
• Design and lead efforts to fully automate and digitize the account management experience and related procedures
• Lead, coach, and develop high-performing team members as well as cultivate a collaborative and customer-centric team culture.
• Defines and establishes accountability to the successful achievement of multiple team goals and objectives.
• Track team performance and account management metrics, providing regular reports and actionable insights to senior management.
• Establishes and maintains strong relationships within Account Lifecycle and cross-functionally
• Resolves highly complex or non-routine operational issues or inquiries from senior-level or key partners, as needed, including addressing customer concerns or urgent requests
• Provides guidance on internal activities and initiatives improve the overall associate and client experience
• Maintains familiarity with industry practices and seeks opportunities to continuously innovate and improve lifecycle management strategies
• Serves as back-up for Account Lifecycle leadership

The Expertise and Skills We are Looking For:

• You approach every situation with a customer first perspective
• Bachelor’s degree in Business, Management, or a related field is preferred).
• 5+ years of experience in the financial services or related industry with a deep breadth of knowledge in operations
• Demonstrated experience in account Management, account opening, or account management roles, with at least 3 years in a leadership capacity
• Strong leadership and people management skills with a track record of developing high-performing teams.
• Positive relationship building with an ability to work with cross-functional teams
• Proven experience leading multiple complex projects simultaneously with proficiency in data analysis and reporting capabilities
• Extensive experience developing cases, insights, and change proposals as well as delivering influential messages with senior leaders
• Experience partnering with light automation and technology teams to develop and drive process enhancements
• Familiar with process improvement techniques and frameworks
• Advanced project management skills, with experience in XTRAC, Salesforce, Archer, Jira, and other customer account tools
• Works with a high sense of urgency and demonstrates good judgment in decision making or problem resolution
• Possess strong and effective verbal and written communication skills
• Critical thinker with excellent follow through skills
• Strong attention to detail, organizational skills, and planning and time management
• Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting, Charitable Investment Advisor Program, and Complex Assets
• Available and flexible with overtime as requested

The Team

Fidelity Charitable is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all the charitable organization’s employees and supports all its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

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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.