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Hours Full-time, Part-time
Location Westlake, Texas

About this job

Description

Fidelity Operations & Services Group (OSG) provides superior customer service to Fidelity's Institutional businesses through innovation, dedication and commitment to excellence. With seven operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. As a Manager in AM/TOA/IS, you will be instrumental in working with the associates and the management team to communicate the direction and strategy of the department. AM/TOA currently consists of multiple teams: NF Account Management, FFOS New Accounts and Maintenance, TOA Street Side Phones, TOA Deliveries, TOA Receives, TOA Mutual Funds and Trust Custody and TOA Follow up for ACAT and Non-ACAT.

Responsibilities

Lead 10-14 non-exempt employees who provide responsive service to Fidelity Brokerage Company customers across multiple lines of business (Retail, National Financial and Registered Investment Advisor).

Coach and develop employees to achieve productivity and quality targets in order to deliver superior service.

Manage staffing for forecasted volumes and service levels and monitor clients' service experience.

Build strong partnerships with all businesses we support.

Facilitate decisions on procedure and adjustments for complex, escalated or exception items.

Leverage available resources to meet daily service targets, improve customer satisfaction, support projects in alignment with company direction and manage high risk / exposure items.

Maintain flawless execution for processing and service items.

Consistently communicate the vision and direction of the business throughout the department as well as within Fidelity.

Education and Experience

Bachelor's degree in business, marketing, finance or management or equivalent and related work experience is required.

5-7 years of experience within the financial services industry. Direct experience with New Account and Maintenance, ACATs, DTC, Mutual Fund Transfers and Trading is a plus.

Five years in Financial Services or related experience preferred.

Series 7, 63 and either 9/10 or 24 must be obtained within 6 months of hiring.

Skills and Knowledge

Strong experience in a processing environment is preferred

Solid experience and ability to drive efficiency, productivity, unit cost, and utilization.

Commitment to drive quality and process measurement improvements in a fast paced customer service driven business environment.

Excellent written and verbal communication skills

Strong analytical and collaboration skills

Ability to foster a highly interactive and engaged work environment

The ability to influence others is very important. This person will be expected to interact with all levels of the organization and appropriate business partners.

Strong capability in building relationships, leveraging networks, fostering the development of a common vision; provides clear direction and priorities, and build effective team.

Strong project management skills and experience