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Customer Service Manager

Company: Fidelity Investments
Location: Durham
Posted on: January 27, 2023

Job Description:

Job Description:

Your passion to coach, develop, and lead others enables you to build a culture of associate engagement and deliver exceptional business results. You understand the ins and outs of what it takes to be successful and motivate others to achieve their goals. Participant Services associates provide Defined Contribution, Defined Benefit, Tax Exempt, and Health & Welfare education and solutions to our customers with a mission of helping participants navigate their workplace benefits while delivering an extraordinary customer experience. You ve got the service gene and inspire others to put it to use!The Expertise We re Looking For

  • 2+ years of management experience, preferably in a service-related role
  • Product knowledge preferred
  • College degree or comparable work experienceThe Purpose of Your RoleYou are an influencer who consistently makes a positive impact. You are passionate about coaching, managing, and leading approximately 20 associates to work collectively towards a common goal. You re a motivator, energized by a dynamic environment and passionate about change. You can coach to key behaviors that help drive business results and empower others to embrace feedback and cultivate an environment focused on growth and development. You inspire others to create the best customer experience possible. In addition to leading your team, you ll take a leadership role in a dynamic organization, partnering with your peer managers to build a positive and engaging site culture and associate experience.The Skills You Bring
    • Your exceptional interpersonal and client service skills
    • An ability to manage a multi-goal scorecard and develop responsive action plans based on your experience and root cause analysis
    • Your ability to coach and engage associates in identifying roadblocks they re facing and help them overcome obstacles
    • You re a problem-solver and inspire creative solutions
    • You have strong communication skills
    • You know how to adapt and be flexible when the business changes
    • Your proven ability to build relationships across the organizationThe Value You Deliver
      • Building lifetime relationships and playing a critical role in associate experience
      • You will help find opportunities within the business to help create solutions for success
      • Supporting associates daily and coaching to desired behaviors
      • Cultivating an environment of passion, growth, and development
      • Leading others through change
      • Implementing standards for optimized delivery performance aligned with industry standard
      • Communicating the state of project work to impact results on a site level
      • Partnering with different groups across the organization to align and inform others of future development
      • Carefully managing, monitoring and reporting results along with assessing and mitigating riskHow Your Work Impacts the OrganizationParticipant Services Managers are the front-line leaders of our organization. The effort and success our financial associates bring to the firm is a mirror image of the value you bring. Our associates are the key element to success as we know and believe that an excellent customer experience can turn into a lifetime relationship for Fidelity. Your talent and skills are invaluable and appreciated by all.Please see below for the salary range for work locations in Colorado only:N/A

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

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

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


        Company OverviewFidelity 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.Join UsAt 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 2022. 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 ."We invite you to Find Your Fidelity at .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 , or by calling , prompt 2, option 3.

Keywords: Fidelity Investments, Durham , Customer Service Manager, Executive , Durham, North Carolina

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