Consulting, Service Delivery, Manager

2 weeks ago

Old Toronto, Canada Fidelity Canada Full time
b>Job Description

Who We Are

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.p>

The Purpose of the Role:

As a Service Delivery Manager, you are the primary point of contact for overall service delivery to Introducing Broker and Portfolio Manager clients of FCC. You will act as a liaison between the client and the FCC back-office departments, ensuring that defined client service levels are being met. You will respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution. These issues can be complex in nature and will require an understanding of the unique aspects of clients’ business and how they interact with FCC.

What You Will Do:

  • Act as the central point of contact for FCC’s IB & PM clients for all service-related issues. Receive and respond to day-to-day inquiries/requests from clients, and manage and escalate client issues, accordingly, ensuring that a complete resolution is provided to clients within defined SLAs.
  • Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada. Promote ease of doing business for front and middle offices through product and process education.
  • Assess client situations and provide comprehensive solutions for items that have a short-term resolution timeframe; where an issue has a heightened sense of urgency, ensure senior level engagement to provide the client with a sense that the item has FCC’s appropriate attention.

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