Description

Job Description:

The Role

As a Client Service Management Team Lead in Stock Plan Services (SPS), you will lead, coach, and champion a team of Client Service Managers (CSM) responsible for delivering operational integrity, service, and support for plan sponsors' administration of equity compensation plans.

Our mission is to deliver market leading knowledge and innovation with an objective to make it easy for our clients to do business with us and reach their desired outcomes. Success is measured through client satisfaction, client retention, team development, and improving operational execution and scale. This role will:

• Own overall accountability for the day-to-day servicing of a book of stock plan clients through leading and developing a team of Client Service Managers
• Cultivate a climate that values and rewards positive contributions, curiosity, inclusion, diversity, initiative, and achievement of results
• Anticipate and resolve roadblocks, challenges, and dependences within and across functional teams
• Find opportunities for improvement and champion system enhancements and process improvements
• Handle client concerns and represent the voice of the client to ensure our organization is prioritizing and delivery on outstanding service and customer obsession
• Work closely with internal business partners and external client contacts at various organizational levels
• Coach and empower team members, providing feedback and positive recognition
• Create vision, influence, and execute strategic initiatives to deliver client and participant satisfaction, scalability, and efficiency
  

The Expertise and Skills You Bring

• 5+ years of Client Service experience; preferably within Equity Compensation / Employer Benefits / Brokerage Industry
• Proven experience leading a service organization with superior results
• Ability to coach and inspire a team to grow and develop
• Outstanding relationship builder, problem solver and communicator
• A curiosity for innovation and process improvement with proven ability to advocate, influence and mobilize
• A passion for working collaboratively with peers and business partners to build a culture of inclusion and success
• Listens to feedback and collaborates on solutions that deliver the best outcome for our clients and the overall organization
• College degree preferred or equivalent work-related experience
  

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

The Team

Stock Plan Services (SPS) provides companies with outstanding administration for their equity compensation programs, including stock option, restricted stock, employee stock purchase, stock appreciation and performance plans. Our team, SPS Client Service Management, delivers outstanding service to help drive SPS client growth & retention in a fast paced, growing organization. We are a team of creative problem solvers, productive relationship-builders and have a bias towards action. Our commitment is to remain grounded in the client experience and apply a customer obsessed approach to everything we do.

Certifications:

Category:

Client Service
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.

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