Service Delivery Manager

7 months ago

Toronto, Canada Fidelity Investments Full time

Job Description

Service Delivery Manager

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

Business Overview:
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 registered Portfolio Managers.

The Purpose of the Role

The Service Delivery Manager is the primary point of contact for overall service delivery to Introducing Broker and Portfolio Manager clients of FCC. They will act as a liaison between the client and the FCC back-office departments, ensuring that defined client service levels are being met. They will respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution. They will ensure that heightened issues are promptly escalated and resolved in a timely manner. This role manages day to day complex service issues across all client business lines (retail, institutional and managed/discretionary) and therefore a high level of brokerage operations knowledge is expected. This includes an understanding of the unique aspects of clients’ business and how they interact with FCC. Responsibilities will also include assisting team members when required, participating in projects and producing client

metrics.

What You Will Do:

- Act as the central point of contact for our 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. This includes strong knowledge of operational policies and processes in order to successfully troubleshoot issues and answer queries. An understanding of how clients interact with FCC and any special handling or unique business processes is essential. Effectively collaborates with other departments to ensure excellent service is delivered. Deliver the highest quality of customer service to our internal and external customers to exceed their expectations and create a positive experience.
- 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.
- Assessing client situations and provide comprehensive solutions for items that have a short-term resolution timeframe. Continually work to deepen client and industry knowledge that will serve to help in unique scenarios that will likely come up in future. Where an issue has a heightened sense of urgency, ensure senior level engagement to providing the client with a sense that the item has FCC’s appropriate attention. Assess scenarios and suggest recommendations for business process improvements.
- Use superior judgement to understand the impact of situations to the client, the end client and FCC Act as an advocate for the clients by managing their expectations, establishing clear communication with the client, keeping them informed of open issues, and responding to questions in a timely manner.
- Keeps apprised of the continuously evolving FCC policies procedures as well as client specific processes. Understand the FCC product offerings to the point where adhoc training can be provided. There may be other duties as assigned.

What We’re Looking For:

- 3-year post-secondary diploma
- 3-5 years' experience working in a client service or operations role within the financial services industry, preferably in the brokerage industry.
- Solid understanding of brokerage industry and discretionary investment management industry is a nice to have.
- Knowledge of Industry products, services and systems is nice to have.
- Bilingual (French) is an asset.
- Completion of Canadian Securities Course would be considered an asset.

The Expertise Your Bring:

- Proven success in establishing exceptional client service.
- Ability to build credibility and rapport with clients quickly.
- Communicate to all audiences at different levels in a clear and compelling manner.
- In depth knowledge of operations offering, processes and policies including account openings, account transfers, registered products, investment products, settlements & certificate handling. This includes understanding how FCC clients interact with FCC and the unique aspects of their business.
- Ability to analyze and synthesize information to identify and understand issues and solutions, strong attention to detail.
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Ability to prioritize tasks based on clients’ needs and make decisions.
- Proven influencing and listening skills.
- Flexibility in working with multiple clients; professional, friendly, calm deme

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