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Director/Senior, Client Service Manager - Non Qualified Deferred Compensation

Fidelity

Fidelity

Customer Service
smithfield, ri, usa · Merrimack, NH, USA · Durham, NC, USA · Boston, MA, USA · Salt Lake City, UT, USA · Westlake, TX, USA
Posted on Jun 12, 2025
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Job Description:

Senior/Director, Client Service Manager

****Please Note: The hiring manager will be hiring at a Senior OR Director level based on candidate experience***

This role is supporting Non Qualified Deferred Compensation Plans and will require Non Qualified Deferred Compensation experience

The Role

You will be the primary Fidelity client service contact for the non-qualified product for some of Fidelity’s largest institutional clients. As the main contact, you collaborate with a matrixed service team chartered to deliver contractual commitments to clients. The role partners with the Defined Contribution Client Service Manager, NQ Service Delivery Manager, Managing Directors and Product Management to implement new services, and features to consistently evolve Fidelity’s offering. You will work closely will specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service.

The Team

The Non-Qualified Client Service Manager is part of the Client Service Management organization who provides record keeping to over 1,600 qualified and non-qualified clients. Our clients view us as a trusted partner who demonstrates expertise in client services, specializes in workplace benefits and uses the power of Fidelity’s community to generate greater well-being for large, select and strategic market clients.

The Expertise You Bring

  • 8-12+ years of experience within the financial service industry with client facing expertise
  • Deep knowledge and experience with non-qualified plan administration
  • Bachelor’s degree or equivalent work experience
  • FINRA licenses permitted but not required

The Skills You Bring

  • Strong leader with ability to influence and navigate within a highly complicated, matrixed environment
  • Excellent interpersonal and client communication skills
  • Ability to explain technical information in a manner that is understandable to external clients and internal business partners
  • Strong organizational skills and attention to detail
  • Strong Problem-Solving Skills and implementing solutions
  • Demonstrated ability to deliver against challenging goals and objectives
  • Excel in providing proactive consultation to external clients and internal partners
  • Possess the ability to build relationships with individuals at all levels of the organization
  • Strong, strategic problem solver and storyteller who can measure the effectiveness of solutions and communicate the value to business partners and clients
  • Proven track record to provide solutions to complicated issues; a naturally creative problem solver who can work with colleagues and business partners in new and different ways to deliver results
  • Balance and prioritize multiple, concurrent objectives while meeting or exceeding targets

The Value You Deliver

  • Handle day-to-day record keeping for a defined set of non-qualified clients across various market segments (Large, Select and Strategic)
  • Deliver seamless plan administration support for non-qualified plans, providing subject mater expertise related to operations of these plans to clients and internal partners
  • Generate new points of view, champion bold ideas, and collaborate with more than 25 Workplace Investing and Fidelity functional business partners to define innovative solutions and implement scalable practices
  • Possess and convey experienced knowledge of non-qualified product, plan sponsor plan provisions and governing body regulations
  • Identify, surface, and effectively lead resolution of service issues (e.g., plan design, participant, risk/compliance) with appropriate business partners
  • Understand client service requests and coordinate with internal business partners to effectively scope effort and cost, allocate appropriate resources, define project plan, and deliver against agreed upon timeline
  • Serve as a non-qualified expert on assigned clients
  • Provide support to clients when modifying plan features
  • Participate in the delivery of a Client Service Management strategy to enhance the overall ecosystem, cultivate Fidelity talent, and optimize the plan sponsor experience

Travel

  • Required – between 10% -15% of the time annually

Certifications:

Category:

Client Service Operations

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

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.

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 experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

If you would like to request an accommodation, please contact us at:

accommodations@fmr.com

Apply

Join us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

We invite you to Find Your Fidelity at fidelitycareers.com.

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.

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.

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.

Benefits
Learning & development
Culture

Benefits that adapt to everything life sends your way

401(k) with company match

Medical, dental, vision and prescription drug coverage

16-week maternity leave & 12-week parental leave

Student loan assistance

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Our Commitment to Diversity and Inclusion

"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments

At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.

Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.

These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.

  • Over 22K employees participate in an affinity group.
  • Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
  • 74% increase in affinity group memberships over the last three years.

Giving Back to Our Communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,000 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
  • Supported more than 300,000 unique charities around the world.
  • Since its inception, more than $42 billion has been given to public charities.

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