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About the Role

As a Client Experience Manager, you will be the primary relationship owner, portfolio manager, and advisor engagement lead, directly influencing the experience of Fidelity's most valued advisor partners. You will build trusted relationships, solve complex business challenges, and shape how clients experience Fidelity.

Responsibilities

• Relationship management
• 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 in a professional manner, ensuring best practice business etiquette, including in-person attendance for advisor sales events or client-facing meetings upon request.
• Operational Expertise
• Coordinate, manage and document all 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.
• Promote and support an innovation and continuous improvement environment.
• Champion innovation and continuous improvement.
• Promote and support new systems and services offerings.
• Become an expert in influencing and inspiring change, promoting 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

• More than 3 years related work experience in the mutual fund or financial services industry (required)
• Minimum of 2 years’ experience in in-bound call inquiries (required)
• Minimum of 1 year experience in transaction and/or adjustment processing (required)
• Experience with end-to-end customer relationship management is preferred
• Current work authorization for Canada is required for all openings.

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 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

Location

• 483 Bay Street in Toronto until approximately late 2026
• 3 Robert Speck Parkway in Mississauga after late 2026

Work Type

• Hybrid

Experience Level

• More than 3 years 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

• $62,000 to $101,000

Benefits

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

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.
• 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.
• 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 (including Best Workplaces for Inclusion, Mental Wellness, Today's Youth, Women, Financial Services & Insurance, Ontario, Most Trusted Executive Teams), LinkedIn Top Companies in Canada, Human Resource Director (HRD) - Best Place To Work (including 5-Star Benefit Program, 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.
• Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process.