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We're looking for a highly motivated individual to lead a team of managers and support specialists responsible for providing technical support of Fidelity Wealthscape platform and other integrated products to external Correspondent Broker Dealer clients of Fidelity's Clearing and Custody Services. This position is responsible for setting direction and maximizing the functional and operational capabilities of the support team, including staffing, coaching, and implementation of process improvements to increase scale and efficiencies, while providing a stellar experience for our clients.
The Expertise We're Looking For
Bachelor's degree in Computer Science, Business, Finance, or equivalent work experience. MBA preferred
Strong technology background with 10 years of Technical Support experience required
Prior experience managing or leading people
Minimum of 5 years of experience in customer service or service operations in the financial services industry. Experience in brokerage operations, back office support, product management, or product support is preferable
The Purpose of Your Role
Fidelity Clearing and Custody Services Support is a part of the larger Client Experience organization. This candidate will manage a team responsible for the reporting and assisting in the timely resolution of complex client issues. Inability to resolve issues on a timely basis could impact the ability for a client to access account information, market data, and trading functions, which may lead to reputational and market risks.
The Skills You Bring
Your ability to think strategically, tactically, and creatively and to incorporate new ideas into an existing environment as well as new offerings and technologies into our support model
You will bring strong people management skills
You will demonstrate excellent people interaction skills
Your ability to lead and influence others in a highly matrix environment
You will have superior customer service skills
You will demonstrate excellent written and verbal communication skills
You will have strong organization skills including time, task, and process management
Your ability to multi-task, focusing on several competing priorities simultaneously
You will concurrently manage multiple large scope initiatives
The Value You Deliver
Manage a team of 12-15 technical support associates by establishing performance goals and regularly reporting individual performance versus goals, ensuring that all associates are managed and developed effectively
Actively work with the VP to ensure alignment between team goals and business goals/plan
Drive strong accountability and sense of urgency in our process, regarding individual and team performance, focusing on key performance indicators to achieve expectations and foster continuous improvement
Mentor the team in all areas including project management, relationship building, and managing client expectations
Responsible for recruitment, forecasting, training, and development of staff to support clients using Fidelity Wealthscape and various technical products
Direct the proactive identification, management, and resolution of key client issues that are escalated
Act as point person for Sales and Client/Relationship Management inquiries and escalations
Ensure that policies and procedures are consistent within the group
Create and maintain a positive/challenging work environment and provide overall support for the team
How Your Work Impacts the Organization
Fidelity Clearing and Custody Support is responsible for helping its customers with resolving technical issues identified in the production environment that are causing current impact for the entire suite of FCCS' electronic products. We serve as an escalation point for the Correspondent Home Offices. Our goal is to be able to identify and resolve your technical issues as quickly and efficiently as possible.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.