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Client Service Manager III – lead complex client operations for premium RIAs at Fidelity.

Drive client satisfaction and operational excellence in a fast‑paced custody environment.

The Role

The Client Service Manager III (CSM III) serves as the primary point of contact for a select group of Registered Investment Advisors (RIAs) who have custody assets with Fidelity, primarily within the Premium segment. This role is responsible for servicing, educating, and resolving day‑to‑day operational needs while managing complex client relationships.

You will oversee a small book of large, sophisticated advisory firms (typically $1B+ in assets), requiring deep understanding of each firm’s structure, business model, and service needs. You will manage inbound call volumes, supervise email and NIGO activity, and partner closely with internal teams including operations and Client Service Representatives (CSRs) to ensure seamless service delivery.

Additionally, you will coordinate with cross‑functional Fidelity business partners, advocate for clients on complex issues, and support firms in adopting new tools and technologies. Success in this role is measured through client satisfaction, operational excellence, and contribution to a collaborative team environment.

The Expertise and Skills You Bring

Bachelor’s Degree preferred

5+ years of operations and/or client service experience in financial services

Series 7 required

Strong knowledge of brokerage and/or custody industry

Core Skills:

Excellent interpersonal, verbal, and written communication skills
Strong analytical thinking with ability to solve complex problems
Proven leadership and collaboration skills
Ability to thrive in fast‑paced, cross‑functional environments
Intermediate to advanced proficiency in Microsoft Office

Additional Strengths:

Ability to manage and prioritize high‑volume workflows (calls, emails, NIGOs)
Strong client advocacy mindset with a “client‑first” approach
Skilled at influencing clients to adopt technology and process improvements
Effective time management and execution skills
Curiosity and drive for continuous improvement and innovation

The Team

The Client Service Manager III operates within the Client Experience (CE) division at Fidelity Clearing & Custody Solutions (FCCS). This team is responsible for delivering overarching service strategy and day‑to‑day support to a diverse client base, including RIAs, asset managers, banks, and broker‑dealers.

Within CE Custody, firms are segmented into three tiers:

· Core – smaller advisory firms
· Preferred – mid‑market firms
· Premium – largest and most complex firms

As a CSM III, you will support firms in the Premium segment, working closely with:

· Operations teams who process client requests
· Client Service Representatives (CSRs) who support emails, NIGOs, and phone coverage
· Internal business partners across Fidelity to address complex client needs

The organization emphasizes internal mobility and career development, with opportunities to move into roles such as:

· Central Control Team
· Implementation & Transition Project Management
· Leadership roles (e.g., Operations Manager, Senior Director)

The team is highly collaborative, fast‑paced, and focused on delivering exceptional client experiences while driving innovation and operational excellence.

How Your Work Impacts the Organization

The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity, in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

NOTE: This role does not support sponsorship.

Fidelity’s Onsite Working Model

Fidelity is transitioning to a full‑time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications

Series 07 - FINRA

Client Service Manager III - (Custody) - Wealth Client Experience