NPO Client Experience Manager

The Role

Senior Manager, Client Experience - NPO

This role will report to the Director, Client Experience and be responsible for site leadership for a team of associates focused on providing a world-class client experience to our Non-profit customers ('NPOs'). We are looking for a leader who can balance day-to-day responsibilities (including escalations) with ongoing process improvements to gain efficiency, with a balanced eye to risk. In addition, this leader will need to stay aligned with peers across Fidelity Charitable to ensure a consistent client experience.

The Purpose of Your Role:

• Leadership for a cross-site team of associates who are focused on providing a world-class client experience to our NPO customers, while balancing risk to the organization
• Day-to-day management of a team of front-line associates, including interviewing, onboarding, payroll, PTO Management, scheduling, performance management, risk mitigation, compensation
• Ensuring controls in place, documented, and executed flawlessly each day
• Develop and coach associates to effectively, accurately and efficiently meet our client's needs
• Drive culture and associate engagement through coaching, development and a highly customized and personalized approach to team leadership
• Success is measured thru various critical metrics including individual quality, productivity, client satisfaction

The Skills and Expertise You Bring

• Experience and demonstrated proficiency in the areas of Risk management, fraud, compliance.
• Active coaching skills with working knowledge of Situational Leadership and Extraordinary Coach
• Proven ability to balance leadership and supervisory responsibilities while quickly becoming a subject matter expert on all tasks within the team
• Ability to partner with peers locally and nationally to maintain a culture of collaboration, success and reward
• Ability to participate in and lead cross-functional initiatives which have significant business impact
• Strong and proficient verbal and written communication skills, with all levels
• Timely and effective decision making
• Bachelors’ degree and/or 8+ years’ experience in customer service leadership 

The Team

The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.