Senior Manager, Service Consultant

Job Description:

The Role

The Service Consultant is an integral member of the business unit. To be effective, you will uncover client needs and opportunities by proactively developing a deeper understanding of client goals and challenges. With this understanding of your client’s businesses, you’ll identify and implement strategic solutions that influence positive outcomes the business partner. You will manage the client’s product portfolio and work directly with Product colleagues. Together, you ensure clear priorities and deliver efficient business value.

With your knowledge and commitment, you will become a collaborative and resourceful member of our regional team, sharing best practices, and driving successful regional results. In your role you will be asked to present to management of both Fidelity Fund & Investment Operations (FFIO), Business Partners, and other key stakeholders across the firm as it relates to the strategic objectives and key initiatives. Within the Relationship Management Team this role will report to the Vice President, Relationship Management.

To be successful in this role, you will have experience working within a major enterprise, being entrepreneurial and scrappy, and building new relationships and partnerships.

• 5+ years of relevant work experience in the financial services industry, particularly in relationship management or client support
• Bachelor’s degree or equivalent experience required
• Prior entrepreneurial experience and/or panel management experience desirable
• Solid understanding of financial services, advisory business models and the accompanying ecosystem that supports these advice business models, or ability to build that knowledge quickly
• Proven success developing and managing networks and cooperative efforts internally with other business units in a complex organization
• Strong team orientation
• Experience partnering on cross-functional project teams to achieve a desired outcome
• Demonstrated ability to operate independently across a matrixed organization while supporting a key initiative

The Expertise and Skills You Bring

• Main contact for Change the Business requests and owner of the clients Product Portfolio
• Partner with Relationship Manager to initiate strategic business discussions with clients
• Natural curiosity and passion for improving day-to-day experience of both associates and customers
• A citizen-developer mindset with experience using technology to solve everyday business problems
• Ability to cultivate collaborative relationships and form effective working partnerships
• Background in developing and applying strategy crafted to effect a change in behavior across a large organization preferred
• Comfort with storytelling in front of large and/or executive level audiences
• Excellent verbal and written skills with proven ability to champion recommendations and influence decisions at all levels of management
• Experience in creating and implementing project plans while prioritizing multiple tasks at the same time
• Commitment to hitting deadlines and strong aptitude for prioritization and time management
• Proven consulting skills
• Proficiency in Salesforce, Tableau, Excel, Jira, Jira Align a plus
• Conducts backlog grooming and prioritization discussions with business partners
• Help to identify viable solutions and owners to business partners problems
• Escalation point for Tribes for requirements
• Create reporting and provide product portfolio updates in BP Relationship Meetings
• Working with the client to prioritize requests accurately
• Analyzing data/information to advise priorities, decisions and build a point of view to share with your clients
• Monitoring successful execution of solutions and act as an advocate for your clients in order to keep initiatives on track
• Monitoring client satisfaction

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

The Team

The Relationship Management team provides relationship and service management for 32 internal Fidelity business partners and 6 external custodian banks that are servicing Fidelity fund assets. The team plays a critical role in the overall Fidelity Fund & Investment Operations (FFIO) operating model of working with Operations and Product teams to deliver on key priorities and provide a great customer experience for all of FFIO services.

Certifications:

Category:

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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.