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Client Service Leader
Fidelity Investments
Salt Lake City, UT, United States
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We’re looking for highly engaged, enthusiastic leaders to join our Personal Investing (PI) Utah region Senior Leadership Team. You will lead managers and associates in delivering world-class service to our customers and excellent results for our business.
Relocation assistance is available for the right candidate who may not already be in the Salt Lake City area.
The Expertise We’re Looking For
• Bachelors degree
• 5+ years of previous mid-level management experience
• 7+ years of previous experience in financial services
• FINRA Series 7 preferred. Must also have or obtain the series 9 and series 10 licenses within 90 days.
The Purpose of Your Role
As a Client Service Leader, you will have overall responsibility for strategic planning, staffing, employee engagement and development, customer satisfaction, productivity, call volume management, financial and risk management. You will also partner with peers across sites to establish strategic direction by continually integrating customer needs into the respective segments. In this role, you will lead a team comprised of approximately 10-15 managers, and approximately 200 associates.
The Skills You Bring
• You create a motivational and inclusive environment to ensure employees feel empowered to deliver an exceptional customer experience, and achieve goals
• Your strong knowledge of FINRA rules and regulations
• Hiring, training and developing our talent, while managing performance
• Your excellent communication, organizational, goal-setting, facilitation and coaching skills
• Your demonstrated skills in the area of decision making, influencing and motivating.
The Value You Deliver
• Building a culture that encourages managers to coach and develop their associates and engages them to deliver the best customer experience possible.
• Partnering with peers across multiple sites to assist in the execution of the business’s priorities.
• Ensuring appropriate client guidance and support is provided according to Fidelity policy and procedures.
• Supporting PI Operations and Functional leads to achieve our business objectives
• Responsible for Risk Based Supervision requirements.
• Execute better every day through powering our people.
• Creating a mindset and orientation to be digital in all we do.
• Immediately adopt and implement programs that enhance our client and associate experience
How Your Work Impacts the Organization
The Client Services function within PI phones is the largest function that is often the entry point for our associates and our customers. It is the “moment of truth” for the experience we create for our clients and associates. The CS Leader is responsible for our culture, the client experience, ensuring we achieve business results while executing as part as a “One Regional Center” team.
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 FidelityCareers.com
Fidelity Investments is an equal opportunity employer.