Client Experience Manager

Job Description You will be working on a pre-defined hybrid schedule as part of Fidelity’s dynamic working arrangement. Current work authorization for Canada is required for all openings. 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. Client Experience Manager Location: Toronto, Calgary or Vancouver. Business overview Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged related to the complexity of the business they do with Fidelity. How You’ll Make an Impact Position overview The Client Experience Manager is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor’s offices. The CEMs support their advisor’s offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the “voice” of FIC’s operational service. Key Accountabilities / Responsibilities Relationship management Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations. Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures. Operational Expertise Coordinate, manage and document all operational activities of assigned clients and act 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 influence client’s loyalty, sales results and case resolution. Promote and support Innovation and continuous improvement environment Become an agent of change. Promote and support new systems and services offerings. Become an expert in influencing and ability to inspire change and adoption of new habits. Build and Maintain Knowledge Base of Advisor’s offices Business Model Act as the expert on how each advisor’s team run 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. What We Are Looking For Experience 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. Education 3-year College degree or equivalent experience. Bilingualism in French and English (written & verbal) is an asset. Designations, Licenses, or Accreditations IFIC or CSC is preferred. The Expertise You Bring Exceptional interpersonal skills, particularly on the telephone, 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 bilingual (French/English) verbal and written skills. Excellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…) Strong self‑motivation and proactive personality. Ability to multi‑task and 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. Benefits and Support Flexible working arrangements - 100% remote, hybrid, and in office options. Competitive total compensation, including 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, that include up to $5,000 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. 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 Employment 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. Why Work at Fidelity? 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 – Best Workplaces for Inclusion Great Place To Work® Certified – Best Workplaces for Mental Wellness Great Place To Work® Certified – Best Workplaces for Today's Youth Great Place To Work® Certified – Best Workplaces for Women Great Place To Work® Certified – Best Workplaces in Financial Services & Insurance Great Place To Work® Certified – Best Workplaces in Ontario Great Place To Work® Certified – Best Workplaces with Most Trusted Executive Teams LinkedIn Top Companies in Canada Human Resource Director (HRD) – Best Place To Work HRD – 5‑Star Benefit Program HRD – 5‑Star Diversity & Inclusion Employer 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 #J-18808-Ljbffr