Job Description:

The Team

Responsible for providing client advisory, ongoing customer servicing, troubleshooting customer problems, handling certain activities for the client account and is the primary point of contact for the day-to-day customer service (e.g., call center, hotline, etc.). Incumbents get along with clients every day and assist with maintaining the relationship with several (2-4) clients. Operations Delivery Leader incumbents at this level are knowledgeable on the day-to-day activities of the Defined Benefit product and processes. This individual supports the virtual team leader for the services provided. Operations Delivery Leaders will focus on day-to-day resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes. Roles at this level would usually have full ownership for one or more processes, reports, procedures or products. Roles at this level typically require an individual emerging as a specialist in a specific skill set or business area but who remain focused primarily on daily execution. Minimum years of experience: Typically 3+ years of Defined Benefit outsourcing experience. Primary focus is on day-to-day execution, assisting with regulatory compliance, participating in internal and client audits and helping to develop client-specific solutions based upon subject expertise.

The Expertise You Have

• Ensure the operational services provided to a client meet their assigned clients’ outsourcing needs, meet internal and external service level agreements, and are delivered in a quality manner

• Act as the knowledge professional relative to their clients’ plan level provisions and recordkeeping processes

• Primary client point of contact for day-to-day administration and customer service

• Coordinate resolution of client and plan participant issues brought forward from plan sponsors and internal partners, and work with Client Service Manager to perform high level cost, risk and benefit analysis without compromising quality customer service

• Ensure that all plan sponsor directions documentation and other requirements documents (e.g., Plan Administration Manual, Procedures, Benefits Guide, Communications, Production Calendar) are updated based on client direction and requirements and all necessary signoff has been received

• Ensures communications across the Virtual Team of client changes or enhancements, service issues areas or risks including Service Level Agreements (SLAs) and serve as an internal critical issue point of contact for their clients’ operational issues

• Support scheduled and adhoc client reporting needs (as needed) and supports the DB billing process

• Identify and recommend efficiency/productivity improvements for client book

• Provide backup coverage for Client Service Manager and represent in internal meetings (as needed)

The Skills You Bring

• BS or BA

• 3+ years of benefits administration, outsourcing administration (Retirement) or relevant experience

Please see below for the salary range for work locations in Colorado only:

Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:

Please see below for the salary range for work locations in California only:

Please see below for the salary range for work locations in Washington only:

Certifications:

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

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 Best Place to Work in 2023. 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.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

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.