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About the Role

The Advisor Experience Manager serves as the primary operational and escalation partner to Fidelity Wealth Advisors, helping navigate day-to-day business needs, resolve client issues, and coordinate support across internal stakeholders. This role provides high-touch advisor support, drives resolution on time-sensitive matters, and helps ensure advisors can operate efficiently and confidently within the Fidelity Wealth ecosystem.

Responsibilities

Serve as a primary point of contact for advisor questions, escalations, and operational support needs.
Partner with advisors to navigate complex or time-sensitive business situations.
Provide clarity and guidance on operational processes, approvals, and internal workflows.
Support advisors in resolving issues impacting client experience or business operations.
Liaise with Compliance, Operations and other internal teams to drive timely issue resolution.
Coordinate responses and decisions across stakeholders to ensure consistent advisor communication.
Escalate emerging risks, trends, and unresolved issues to Wealth Leadership as appropriate.
Help advisors navigate ambiguity and identify the appropriate path forward within firm guidelines.
Act as a trusted operational partner and extension of Wealth Leadership.
Support the prioritization and management of day-to-day advisor needs and operational challenges.
Identify recurring themes and opportunities to improve advisor experience and operational efficiency.
Provide insights and recommendations to leadership on process friction and advisor sentiment.
Build strong relationships with advisors through responsiveness, sound judgment, and credibility.
Deliver a high-touch support experience that increases advisor confidence and trust.
Balance urgency, risk awareness, and business impact in decision-making and escalation management.

Requirements

Completion of a University degree or equivalent work experience.
3+ years of relevant experience.
Canadian wealth management, advisor support, compliance, operations, practice management, or leadership support roles.
Strong understanding of Canadian wealth management operations, advisor supervision frameworks, and regulatory environments.
Experience managing escalations, navigating complex advisor situations, and coordinating cross-functional stakeholders.
Demonstrated ability to operate with sound judgment in fast-paced, high-stakes environments.
Strong understanding of advisor business models and operational realities.
Experience interacting with compliance, and operational teams within a dealer or wealth management environment.

Skills

Relationship management and stakeholder navigation.
Operational judgment and decision-making.
Executive presence and communication skills.
Problem-solving and escalation management.
Ability to influence across functions.
Strong prioritization and organizational skills.
Resilience and adaptability under pressure.

Location

483 Bay Street in Toronto
3 Robert Speck Parkway in Mississauga

Work Type

Hybrid

Experience Level

3+ years of relevant experience

Education Level

University degree or equivalent work experience

Salary/Compensations

$99,000-$123,000

Benefits

RRSP Contribution after 6 months of employment

About the Company

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.

Equal Opportunity

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.
Fidelity Canada welcomes and encourages applications from people with disabilities.
Accommodations are available on request for candidates taking part in the selection process.