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About the Role

As an Operations Quality Control Specialist – Estates, you will be responsible for administering Quality Control (QC) activities related to estate processing within FCC Operations. This role will focus on monitoring, evaluating, and analyzing estate-related transactions to ensure accuracy, regulatory compliance, and a superior client experience. The successful candidate will work closely with the Estates management team to identify trends, mitigate operational risk, and support continuous improvement initiatives through reporting, quality assessments, training recommendations, and process enhancements.

Responsibilities

Monitor and evaluate estate processing activities to ensure a high standard of accuracy, efficiency, and service delivery.
Conduct quality reviews of estate-related transactions and documentation to confirm compliance with internal procedures and regulatory requirements.
Review "Not in Good Order" (NIGO) estate requests to ensure deficiencies are accurately identified and communicated.
Analyze estate processing trends, errors, and quality metrics to identify opportunities for process improvements and risk mitigation.
Develop and maintain quality reporting, dashboards, and scorecards to track performance, quality outcomes, and action plans.
Provide monthly trend analysis and recommendations to management on strategies to improve processing quality and operational effectiveness.
Partner with management and Learning & Development teams to identify knowledge gaps and recommend targeted training initiatives.
Support root cause analysis for processing errors and implement preventative measures to improve quality outcomes.
Identify opportunities to simplify, standardize, and enhance estate processes while maintaining strong controls and compliance standards.
Act as a subject matter resource on estate processing procedures, quality standards, and best practices.

Requirements

Post Secondary Education, or equivalent work experience.
Minimum 3 years of operations and/or client service experience within the financial services industry.
Experience with estate processing, account administration, transfers, or related operational functions is preferred.
Strong understanding of operational controls, quality assurance principles, and service level objectives.
Experience reviewing documentation and identifying deficiencies in complex client requests.
Hands-on experience using Dataphile is an asset.
Canadian Securities Course (CSC) or IFIC certification is considered an asset.
Advanced proficiency in Microsoft Excel, including data analysis, reporting, trend identification, pivot tables, and data visualization.
Experience preparing and delivering presentations to management and business stakeholders, including communicating quality trends, insights, and recommendations.
Strong analytical and problem-solving skills with a keen attention to detail.
Ability to assess complex estate-related transactions and identify operational risks.
Excellent organizational and time management skills with the ability to manage multiple priorities.
Effective presentation and communication skills with confidence delivering feedback and recommendations.
Ability to lead or participate in cross-functional process improvement initiatives.
Strong proficiency with Microsoft Office Suite, particularly Excel and reporting tools.
Ability to work independently while collaborating effectively across teams.
Proven written and verbal communication skills.
Strong interpersonal skills with a focus on coaching, collaboration, and fostering an inclusive team environment.
Commitment to delivering a high-quality client and advisor experience through operational excellence.

Skills

Dataphile
Canadian Securities Course (CSC)
IFIC certification
Microsoft Excel
Data analysis
Reporting
Trend identification
Pivot tables
Data visualization
Microsoft Office Suite

Location

483 Bay Street in Toronto
3 Robert Speck Parkway in Mississauga

Work Type

Hybrid

Experience Level

Minimum 3 years of operations and/or client service experience within the financial services industry.

Education Level

Post Secondary Education, or equivalent work experience.

Salary/Compensations

$60,000 to $70,000

Benefits

Base Salary and Discretionary Performance Bonus
RRSP Contribution (after 6 months of employment, no employee matching required)

About the Company

At Fidelity Clearing Canada (FCC), we are committed to delivering exceptional service and operational excellence to our clients and business partners.
We are proud to be recipients of the following awards: Canada's Top 100 Employers, Greater Toronto's Top Employers, Canada's Top Family-Friendly Employers, Canada's Top Employers for Young People, Great Place To Work® Certified, Best Workplaces for Inclusion, Best Workplaces for Mental Wellness, Best Workplaces for Today's Youth, Best Workplaces for Women, Best Workplaces in Financial Services & Insurance, Best Workplaces in Ontario, Best Workplaces with Most Trusted Executive Teams, LinkedIn Top Companies in Canada, Human Resource Director (HRD) - Best Place To Work, HRD - 5-Star Benefit Program, 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.

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.
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 FidelityCanadaStaffing@fidelity.ca.