Brokerage Operations Manager
Fidelity Investments is one of the world’s largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms.
Brokerage Operations Manager - TOA
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 TOA Receives, you will be instrumental in working with the associates and the management team to set the direction and strategy of the department. The TOA Receives group processes transfer of assets coming into Fidelity from outside contra firms via ACATs (Automated Customer Account Transfer Service) and Non-ACATs.
- Manage 10-15 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 customer service.
- Manage staffing for forecasted volumes and service levels and monitor clients' service experience.
- Act as a liaison between business units.
- 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 ACATs process, DTC, Mutual Fund Transfers and Trading is desired.
- Five + years in Financial Services or related experience is 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 teams.
- Strong project management
Additional Information:
- Travel Percentage: 25%
