Bilingual Client Training Consultant

5 days ago

Toronto, Ontario, Canada Fidelity Canada Full time
Job Description

You will be working on a flexible hybrid schedule as part of Fidelity's dynamic working arrangement.

Current work authorization for Canada is required for all openings.

What We Do:

Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

For more information about Fidelity Clearing Canada, please visit Fidelity Clearing Canada.

Role Overview:

The Bilingual Client Training Consultant is part of the FCC Product Solutions team and reports to the Director, Product Operations and Enablement. The Bilingual Client Training Consultant provides FCC's client firms (new as well as existing) with the training and support needed to gain knowledge and understanding of the FCC technology platform, new features, or functionality as well as services offered in conjunction with the platform. Paramount for this role is the delivery of comprehensive yet simple, innovative, and effective client training sessions and documentation targeting a multitude of user segments in a highly professional manner. This is expected to be accomplished through strong internal and client partnerships as well as leveraging industry best practices with a focus on continuous improvement.

The Bilingual Client Training Consultant is responsible to ensure that clients are fully educated on how to use FCC's products and services through training efforts for FCC's client base virtually, onsite, and at the client site. In addition, the Bilingual Client Training Consultant provides support for advisor transitions for existing client firms to transfer accounts and business to the FCC platform. This job requires flexible working conditions. Travel (incl. weekends) is required.

What You Will Do:

  • Deliver effective training to new and existing clients on how to use FCC's products and services, primarily through a train the trainer approach, in-person, online or in-person on client site.
  • Create training and product education collaborating with subject matter experts across the organization to ensure training is accurate and up-to-date and aligned with the company's goals and objectives.
  • Attendance and active participation in product sprint reviews and product/feature launch conversations.
  • Provide support and training where deemed necessary on FCC applications offered to clients.
  • Coordinate training sessions and ensure all necessary instructional materials, technology, and sites are available.
  • Support for advisor transitions/client acquisitions. Provide support through training and facilitation of advisor transitions to the FCC platform.
  • Assist transitioning advisors/branches with account opening coordination and transfer of asset coordination alongside training on the FCC technology platform.
  • Use of continuous improvement methodologies to continually search newly established industry best practices and implementation of the same. Proactively improves and/or eliminates ineffective processes to enhance customer service and delight clients.
  • Understand business models across the FCC client base, build trusting relationships with clients and effectively represent FCC Product Solutions internally as well as externally.

What We're Looking For:

  • Bilingual in French and English
  • 5+ years' experience in a client account management role or training role within the financial services industry, preferably within the brokerage/carrying/custodian industry.
  • Completion of post-secondary education or equivalent work experience.
  • Proven project management experience.
  • Experience communicating with executive-level clients and senior-level managers.
  • Enrolment or completion of a certificate in adult education is an asset.
  • Completion of Canadian Securities Course (CSC) is an asset.

Expertise You Bring:

  • Understanding of summarization and simplification techniques. Ability to explain complex technical concepts and details in simple, clear language appropriate to different target audiences.
  • Excellent communication (written and verbal) and interpersonal skills to build trusting and professional relationships with internal stakeholders and clients alike.
  • Strong influencing skills as well as being highly flexible and adaptable to differing audiences and circumstances.
  • Being bold and taking charge responsibility areas.
  • Attention to detail to ensure accuracy and consistency of created material and information provided during training sessions.
  • Ability to problem-solve in high-stress situations. Diagnose and solve problems that arise during training sessions and anticipate potential challenges and develop solutions in advance.
  • Knowledge of adult learning principles, understand how adults learn, including the importance of engaging and interactive training sessions.

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.

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

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