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About the Role

The Team Manager, Client Experience is responsible for ensuring the delivery of outstanding operational service to FIC’s critical clients. The Team Manager 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.

Responsibilities

• Manage the daily operations of the team.
• Oversee the team's regular activities by ensuring adequate phone coverage, and e-mail inquiries and escalations are attended and resolved on a timely and professional manner.
• Build and maintain strong relationships with internal and external clients and develop solid understanding of their needs.
• Ensure CEMs have service review discussions; develop and execute action plans to address issues; and deliver solutions to improve client satisfaction.
• Ensure CEMs use opportunities to offer training/education on the operational details of new service-related offerings in partnership with the Sales Teams.
• Assess inquiries and escalations according to Fidelity’s policies and procedures and communicate escalations to management and impacted parties.
• Partner 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.
• Hold oneself accountable to internal and external policies to mitigate risk to Fidelity and its customers.
• Assess progress of Client Experience Managers and provide training and constructive feedback to overcome issues and develop talent.
• Acts as the voice and advocate of the client in internal meetings, committees, and projects to ensure that our products and service level surpass client and industry expectation.

Requirements

• Five years of related work experience in the mutual fund industry or financial services industry.
• One year of coaching, training, managing and mentoring people are preferred.
• 3-year post-secondary education program or equivalent work experience.
• Strong communication skills in English (written and verbal) (required).
• Strong communication skills in French (written and verbal) (required) (if in Montreal).
• Completion of IFSE Canadian Investment Funds Course or Canadian Securities Course is preferred.
• Current work authorization for Canada is required for all openings.

Skills

• 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.

Location

• Toronto
• Mississauga

Work Type

• Hybrid

Experience Level

• 5 years of related work experience
• 1 year of coaching, training, managing and mentoring people are preferred

Education Level

• 3-year post-secondary education program or equivalent work experience

Salary/Compensations

• $82,000 to $111,000

Benefits

• Flexible working arrangements
• Competitive total compensation
• 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
• Up to $6000 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
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

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.
• 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.

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.
• 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.