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About the Role

As a Bilingual Client Experience Manager, you will be the primary relationship owner, portfolio manager, and advisor engagement lead, providing personalized service to Fidelity Investments Canada ULC clients experiencing operational issues or facing challenges related to business complexity. You will establish, build, and maintain strong relationships with advisor offices, ensuring exceptional operational service and influencing them to maintain a compliant environment.

Responsibilities

Establish, build, and maintain relationships with advisors and key members of their offices, acting as the first point of contact for operational inquiries and escalations.
Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures.
Represent Fidelity professionally, ensuring client service adheres to best practice business etiquette, including in-person attendance at advisor sales events or client-facing meetings upon request.
Coordinate, manage, and document operational activities of assigned clients, acting as the expert on operational policies and procedures within FIC.
Partner with internal clients to reinforce clients' effortless experience.
Coordinate with Advisor Sales and other internal partners to positively strengthen client loyalty.
Champion innovation and continuous improvement.
Promote and support new systems and services offerings.
Become an expert in influencing and inspire change and promote digital adoption.
Develop a deep understanding of advisor business models.
Act as the expert on how each advisor’s team runs their operations.
Organize service review discussions with clients and develop and execute action plans to address issues.
Confidently lead discussions and provide solutions to business problems.
Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business.
Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.

Requirements

Must have the authorization to work in Canada.
Bilingualism in French and English is required.
Advanced communication skills in both French and English are required.
More than 3 years of related work experience in the mutual fund or financial services industry.
Minimum of 2 years of experience in in-bound call inquiries.
Minimum of 1 year of experience in transaction and/or adjustment processing.
Experience with end-to-end customer relationship management is preferred.

Skills

Exceptional interpersonal skills, particularly on the telephone and sometimes in person, including conflict resolution, negotiation, and problem-solving skills.
Excellent relationship building capabilities.
Extremely organized with associated time management skills.
Proven experience in building and managing relationships with customers.
Excellent oral and written communication skills in both French and English.
Excellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)
Strong self-motivation and proactive personality.
Ability to work well under pressure.
Ability to work equally well independently and as part of a team.
Quick learner and ability to adapt to change.
Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT.
Familiar with call-center technology.
Bilingual in French and English (oral and written).

Location

Toronto
Montreal
483 Bay Street in Toronto (until late 2026)
3 Robert Speck Parkway in Mississauga (after late 2026)

Work Type

Hybrid

Experience Level

More than 3 years of related work experience
Minimum of 2 years’ experience
Minimum of 1 year experience

Education Level

Post-secondary degree or equivalent work experience
IFIC or CSC is preferred

Salary/Compensations

$73,000 to $107,000

Benefits

Competitive compensation package
Base Salary and Discretionary Performance Bonus
Compensation package aligns with provincial pay transparency requirements.

About the Company

Fidelity has been helping Canadian investors build better financial futures for over 35 years, offering individuals and institutions a range of trusted investment portfolios and services.
As a privately owned company, Fidelity embraces innovation and continues to grow its business.
Working at Fidelity means being part of a diverse and dedicated group of people who make a difference for clients and communities.
Fidelity offers opportunities for growth and career development in an inclusive environment where employees feel valued and supported.

Equal Opportunity

Fidelity Canada is an equal opportunity employer.
Fidelity Canada is committed to fostering a diverse and inclusive workplace.
All qualified applicants will be considered 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.
Accommodations are available on request for candidates taking part in the selection process.