Director - Client Management and Solutions - Fidelity Investments - Boston

Job description
Fidelity Pricing and Cash Management Services (FPCMS) operates out of multiple sites and provides timely and accurate pricing, bookkeeping, custody and fund administration services to multiple investment advisors in an exciting and fast paced environment. This individual will manage multiple priorities for the investment advisors while working across the FPCMS team to implement solutions to meet rapidly changing service, market and product demands. Client Solutions is the face to the customer for FPCMS managing client relationships and product development efforts for Fidelity’s investment advisors and transfer agents.

This individual will work closely with the asset management and/or channels (i.e. Fidelity Management and Research Company, Pyramis, Strategic Advisers Inc., Geode and with Fidelity’s Transfer Agents and channels) at all levels to support client relationships. Additionally, significant collaboration with the FPCMS management teams is required to drive implementation and/or solutions to meet client demands with a well vetted viewpoint on internal FPCMS operational impacts.

Primary Responsibilities
Work with business partners on product event deliverables (i.e. defining deliverables required for each business unit in support of the event, processes and SLAs with third party service providers, event readiness assessments, issue resolution)
Support and provide input into structure and environment to initiate positive change and drive towards high standards for performance and organizational values
Develop and maintain strong relationships with customers and business partners to understand their business focus and achieve results for the good of the organization
Communicate the vision, mission, goals and values of FPCMS and Fidelity and model behavior that supports the vision, goals and values
Collaborate / promote an environment of intellectual creativity, responsive customer service, strategic thinking and innovative approaches to operational challenges
Collaborate with the ETF client relationship manager and internal business partners to support ETF product events
Provide ETF expertise and guidance to the business units in support of specific ETF deliverables and to enhance ETF knowledge base
Provide key client reporting, metrics, technology and service demands that are readily available to the FPCMS organization and senior management
Influence and drive shared goals to meet both client and FPCMS business needs; create common ground to support the needs of both organizations
Provide technical leadership and organizational navigation:
Stay abreast of changes in the areas of government regulations, industry trends in products, services and technology available to support
Develop and utilize network of industry contacts to determine current and best practices for service

Desired Skills and Experience
Education and Experience
Minimum of a Bachelor’s degree preferably in Accounting, Finance or Economics
Minimum of 10 years of fund accounting, administration and custody financial services industry experience to also include 5 years ETF experience
Skills and Knowledge
Excellent customer service, collaboration, presentation and influence skills
In depth understanding of ETF operations, pricing and bookkeeping, custody and fund administration operations
Proven operations and management capabilities with the ability to initiate and manage change

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