Client Services Manager, Capacity Planning-The Fidelity Charitable Gift Fund

Job Category: Customer Support/Client Care Career Level: Manager (Manager/Supervisor of Staff) Location: Boston, MA Status: Full Time, Employee Education Level: Bachelor's Degree Company: Fidelity Investments Reference Code: 0803290 Client Services Manager, Capacity Planning-The Fidelity Charitable Gift Fund Business Overview The Fidelity Charitable Gift Fund (www.charitablegift.org) is a donor-advised fund, a charitable giving vehicle that provides its donors with immediate tax benefits and the ability to support their favorite charities on a flexible timetable.  Since 1991, the Gift Fund 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.  In 2007, donors contributed in excess of $1.8B to the Gift Fund and $1B to charitable organizations.   Position Description The Client Services Manager for capacity planning is responsible for best positioning the Service Delivery team for success in the planning and execution of its work, including continuity in service interruption and recovery.  The manager is expected to champion work organization, risk management, process improvement and the achievement of desired business goals and results.  The position requires an individual with strong analytical skills, an understanding of service operations and the ability to manage priorities well. Primary Responsibilities Conduct resource planning, project scheduling and budget management for work that impacts the Service Delivery team, including cost/benefit analysis during the project prioritization cycle and efficacy measurement post-implementation.  Conduct resource requirement analysis for Giving Season and coordination of resource hiring.  Coordinate FCS cross-functional initiatives designed to increase operational efficiency and mitigate risk.  Provide FCS representation on Fidelity cross-company initiatives impacting FCS and Service Delivery, including Fidelity’s Transaction Processing Consistency and Compliance and XTRAC’s Business Process Management initiatives.  Lead the prioritization of system enhancements and production fixes for Service Delivery. Act as point person for business unit in any situation involving contingency planning or emergency response.  Maintain a contingency plan addressing continuity of critical and non-critical business functions, integrating tasks, procedures and information to reduce confusion, improve communications and achieve timely continuation or resumption of business.  Meet annual corporate program deliverables and recoverability objectives, conduct periodic DR tests of contingency readiness and attend bi-monthly regional BCP meetings. Education and Experience: Bachelor’s degree and 5+ years of experience in service operations or finance preferred Prior brokerage experience preferredSkills and Knowledge: Strong business acumen and analytical skills; Proven experience identifying and mitigating areas of risk; Superior organizational, planning and time management skills; Demonstrated problem solving skills; Strong and effective verbal and written communication skills; Solid technical aptitude, including a proficiency in Microsoft Excel and Word; Strong attention to detail; Demonstrated ability to work under pressure and to tight deadlines in a dynamically changing environment; Work hours are M-F 8:30-5:00, with extended night and weekend hours in accordance with business needs, and during times of high volume (November - January).  Candidate must be able to meet overtime commitments.Fidelity Investments is one of the world's largest providers of financial services, with custodied assets of $3.3 trillion, including managed assets of more than $1.5 trillion as of January 31, 2008. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to 24 million individuals and institutions as well as through 5,500 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket and a leading online brokerage firm.