Advisor Experience Manager

• You will be working on a predefined hybrid schedule as part of Fidelity’s dynamic working arrangement.
• Current work authorization for Canada is required for all openings.
• The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Job Description

• You will be working on a predefined hybrid schedule as part of Fidelity’s dynamic working arrangement.
• Current work authorization for Canada is required for all openings.
• The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

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.

What We Do

The Advisor Experience Manager serves as the primary operational and escalation partner to Fidelity Wealth Advisors, helping navigate day-to-day business needs, resolve client issues, and coordinate support across internal stakeholders. Acting as a trusted extension of Wealth Leadership, this role provides high-touch advisor support, drives resolution on time-sensitive matters, and helps ensure advisors can operate efficiently and confidently within the Fidelity Wealth ecosystem. This individual combines strong operational judgment, relationship management, and cross-functional coordination skills to deliver a seamless advisor experience while escalating emerging risks, trends, and opportunities to leadership.

How You’ll Make An Impact

Advisor Support & Escalation Management

• Serve as a primary point of contact for advisor questions, escalations, and operational support needs.
• Partner with advisors to navigate complex or time-sensitive business situations.
• Provide clarity and guidance on operational processes, approvals, and internal workflows.
• Support advisors in resolving issues impacting client experience or business operations.

Cross-Functional Coordination

• Liaise with Compliance, Operations and other internal teams to drive timely issue resolution.
• Coordinate responses and decisions across stakeholders to ensure consistent advisor communication. Escalate emerging risks, trends, and unresolved issues to Wealth Leadership as appropriate.
• Help advisors navigate ambiguity and identify the appropriate path forward within firm guidelines

Leadership & Operational Leverage

• Act as a trusted operational partner and extension of Wealth Leadership.
• Support the prioritization and management of day-to-day advisor needs and operational challenges.
• Identify recurring themes and opportunities to improve advisor experience and operational efficiency.
• Provide insights and recommendations to leadership on process friction and advisor sentiment.

Advisor Experience Excellence

• Build strong relationships with advisors through responsiveness, sound judgment, and credibility.
• Deliver a high-touch support experience that increases advisor confidence and trust.
• Balance urgency, risk awareness, and business impact in decision-making and escalation management.

What We’re Looking For

• Completion of a University degree or equivalent work experience
• 3+ years of relevant experience
• Canadian wealth management, advisor support, compliance, operations, practice management, or leadership support roles.
• Strong understanding of Canadian wealth management operations, advisor supervision frameworks, and regulatory environments.
• Experience managing escalations, navigating complex advisor situations, and coordinating cross-functional stakeholders.
• Demonstrated ability to operate with sound judgment in fast‑paced, high‑stakes environments.
• Strong understanding of advisor business models and operational realities.
• Experience interacting with compliance, and operational teams within a dealer or wealth management environment.

What You