Team Manager Client Experience

Job Description

Current work authorization for Canada is required for all openings. 

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

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.

What You Will Do:

The Team Manager Client Experience is responsible for ensuring the delivery of exceptional operational service to FIC’s critical clients. The Team Manager will be accountable to the team members to ensure coaching; mentoring; helping them with their development and facilitating their training; resourcing and the resolving work issues. The TM is accountable to Fidelity to protect Fidelity’s reputation by ensuring compliance with the industry and internal standards; and ensuring premium services provided to the clients.

Key Accountabilities / Responsibilities: 

• Manages day to day operations of the team
  
  
• Oversees the operations of the team by ensuring adequate phone coverage, and e-mail inquiries and escalations are attended and resolved in a timely and professional manner
  
  
• Builds and maintains strong relationships with internal and external clients and develops solid understanding of their needs.
  
  
• Ensures the Client Experience Managers and Specialistshave service review discussions; develop and execute action plans to address issues; and deliver solutions to improve client satisfaction. Ensures team members leverage opportunities to offer training/education on the operational details of new service-related offerings in partnership with the Sales Teams.
  
  
• Assesses inquiries and escalations according to Fidelity’s policies and procedures and communicates escalations to management and impacted parties.
  
  
• Partners with Sales Teams in the effort of influencing client loyalty and sales results. Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure that client expectations are surpassed
  
  
• Holds oneself accountable to internal and external policies to mitigate risk to Fidelity and its customers
  
  
• Contributes to divisional and departmental initiatives by participating in and driving to the success of projects and continuous improvement opportunities
  
  

What We Are Looking For:

Experience 

• 5 years of related work experience in the mutual fund industry or financial services industry.
  
  
• 1 year of coaching, training, managing and mentoring people is preferred.
  
  

Education

• 3-year post-secondary education program completed (or equivalent experience)
  
  
• Bilingualism in English and French is an asset.
  
  

Licenses 

• Completion of IFSE Canadian Investment Funds Course or Canadian Securities Course is preferred.
  
  

The Expertise You Bring: 

• Excellent knowledge of mutual fund industry practices and standards
  
  
• Excellent knowledge of Fidelity’s programs and product offerings
  
  
• Strong organizational and product awareness
  
  
• Strong communication and interpersonal skills
  
  
• Confirmed experience in building and handling relationships with customers and team members
  
  
• Ability to prioritize requirements and handle workload across team members
  
  
• Strong coaching skills and effective management skills including ability to empower people
  
  

Some of the ways we’ll help you feel valued and supported as part of our team:

• Flexible working arrangements - hybrid options
  
  
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
  
  
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy
  
  
• Parental leave top-up to 100% of your salary for a period of 25 weeks
  
  
• Up to $650 for home office equipment
  
  
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
  
  
• Diversity and inclusion programs, including an active network of Employee Resource Groups
  
  
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation 
  
  

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.

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