Job Description

Who We Are:

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.  We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients.  As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

Business Overview

The Advisor Service Centre is an inbound call center and part of the larger Fidelity Investments Canada’s Client Services division. The Advisor Service Centre provides premier customer service interaction support to investment advisors whereas the Transfer Agent Processing department is responsible for the mutual fund retail administration and execution of all financial and non-financial transactions within different account types and across several different product offerings.

Our goal is to service and support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management.

The Opportunity

The Manager, Client Services is responsible for proactively contributing to the development and execution of the strategic priorities of both the Advisor Contact Centre and the transaction Processing functions based in Calgary. The Manager will also be responsible for the day to day management, leadership and overall quality of service delivery to Dealers, Advisors, and Investors as well as Fidelity employees.

What You Will Do

• Manage the day to day activities of the Calgary Client Services office. Work with senior divisional management to make recommendations and implement changes which will enhance productivity, reduce risk and generally increase employee performance.
• Oversee the day to day operations of the department to ensure the management and completion of incoming calls and transactions.
• Partner pro-actively with the talent acquisition team to ensure that the bi-lingual resource needs of the business are met
• Development and execution of departmental goals as well as a contributor to the Client Services division business plan.
• Add value to the client experience and service delivery while providing a thorough understanding of what's important and recognizing what needs to be done.
• Develop solid relationships across Fidelity and within the mutual fund industry.
• Maintain a focus on quality to positively impact client experience

What We’re Looking For

• University degree and/or college education or equivalent work experience
• A minimum of 3 years of experience managing employees in an operations or customer service environment within the financial services industry (“Preferred” mutual funds).
• 5 - 7 years of experience in mutual fund and or financial services industry with strong knowledge of contact centre and transfer agent operations
• A Financial Industry specific certification is an asset (such as Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC))
• Bilingual (French/English) is an asset

What You Will Bring

• Knowledge and understanding of Clients Service Operations and relevant business policies and procedures.
• Strong Leadership and both written and verbal communication skills, with a customer centric outlook to problem solving.
• Comprehensive Industry and Business knowledge including experience with Budgeting, forecasting, work force planning, sensitivity analysis etc.
• Confident and strong relationship builder capable of thriving in both independent and team environments
• Comfortable leveraging technology to deliver positive business outcomes
• Working knowledge of regulatory, federal/provincial government framework and oversight in a financial services environment
• People management, in particular strong coaching skills. Solid presentation skills to tailor information for a variety of audiences.

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [email protected].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

•    Canada's Top 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's Top Employers for Young People 
  
•    Great Place To Work® Certified 
o    Best Workplaces for Inclusion 
o    Best Workplaces for Mental Wellness 
o    Best Workplaces for Today's Youth 
o    Best Workplaces for Women 
o    Best Workplaces in Financial Services & Insurance 
o    Best Workplaces in Ontario 
o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada
  
•    Human Resource Director (HRD) - Best Place To Work 
o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team