Senior Client Service Manager

Senior Client Service Manager – Fidelity – Merrimack, Hillsborough County, US

Fidelity is seeking an experienced Senior Client Service Manager to lead client‑facing operations for DC, NQ, and HSA plans. This role ensures operational integrity, accurate record‑keeping, and exceptional service delivery for plan sponsors in Merrimack.

Key Responsibilities

• Serve as the primary point of contact for plan sponsors, delivering proactive, high‑quality service.
• Oversee daily plan administration, including record keeping, data integrity, and compliance for DC, NQ, and HSA plans.
• Manage a team of client service associates, providing coaching, performance feedback, and development opportunities.
• Coordinate with internal partners (operations, compliance, technology) to resolve issues and implement process improvements.
• Prepare and present regular performance reports, metrics, and action plans to senior leadership and clients.
• Ensure all regulatory and fiduciary requirements are met, conducting periodic audits and risk assessments.
• Drive client onboarding, plan setup, and ongoing maintenance activities.

Qualifications

• Bachelor’s degree in Business, Finance, or related field; advanced degree preferred.
• 5+ years of experience in client service management within retirement or benefits administration.
• Strong knowledge of DC, NQ, and HSA plan regulations and operational best practices.
• Proven leadership skills with experience managing a service team.
• Excellent communication, analytical, and problem‑solving abilities.
• Advanced proficiency with Microsoft Office, especially Excel, and familiarity with plan administration platforms.

Compensation

Salary range: $119,581.04 annually.

Location

Merrimack, Hillsborough County, United States – on‑site hybrid work model.

Frequently Asked Questions

What does a Senior Client Service Manager at Fidelity do?

They act as the primary client liaison, overseeing plan administration, compliance, and service team performance for DC, NQ, and HSA plans.

What experience is required for this role?

At least 5 years in client service management within retirement or benefits administration, plus strong knowledge of plan regulations.

Is relocation required for the Merrimack position?

The role is based in Merrimack, Hillsborough County, US, and expects candidates to work on‑site with a hybrid schedule.