Team Manager Client Support

4 weeks ago

Toronto, Canada Fidelity Investments Full time

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.S.based firms.

For more information about Fidelity Clearing Canada, please visit

Your Opportunity:
The role of the Team Manager Client Support plays a vital role in ensuring FCC delivers the highest quality of customer service to our clients. The Team Manager Client Support is responsible for managing the day to day activities of the Client Support team. The Team Manager is accountable to the Client Support Managers for coaching, mentoring, training, development and as well as contributing to building a strong team. In addition, the Team Manager is responsible to identify and implement process improvements to create an optimal positive experience for both the employees and our clients.

The Team Manager will monitor intra-day activities, case volumes and respond accordingly to changing conditions, redirecting resources within the team to meet or exceed SLO’s. This role requires a strong knowledge of FCC’s offering, clients’ business lines & structures, including the unique aspects of their business/product suite and how they interact with FCC.

What You Will Be Doing:

- Develop working protocols for the team that demonstrate a superior focus on the client’s needs and the end investors needs while balancing FCC’s requirements
- Foster an environment that promotes feedback while managing day to day operation of the team within the Client Support Team.
- Ensure that items are being addressed in a timely manner and that the team is providing clear and concise resolutions to clients.
- Manage and maintain relationships with internal partners. Act as a change agent and drive the client experience.
- Ensure all direct reports have a documented development plan and progress update according to their action plans.
- Act as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are surpassed
- Identify existing and potential client issues; recommend and implement initiatives and /projects and work with the FCC teams as required.
- Provide oversight on the books and records affecting items that are completed by the team by ensuring that changes that are made to user access levels are done in compliance with FCC’s policies, processes & procedures, and any regulatory provisions
- Act as a change agent and drive the client experience and also as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are surpassed
- Assist with escalations and case resolution as required

What We Are Looking For:

- 3 year post-secondary diploma or equivalent work experience
- 3+ years of experience within the financial services/brokerage industry
- 3-4 years progressive experience in operations or customer service within the brokerage or financial services industry
- 1-2 years of experience in coaching and a people management type of role is an asset
- Enrolment or completion of the Canadian Securities Course (CSC), an asset

What You Will Bring:

- A creative and highly motivated results producer. Able to deliver against business objectives and service standards.
- Excellent analytical and problem resolution skills
- Proven experience in building and managing relationships with customers and team members.
- Strong negotiation and partnership skills, with the ability to navigate difficult situations
- Able to adapt to change and successfully deliver on goals
- Has confidence and self-motivation to be proactive
- Strong computer skills including proficiency in Office - Excel & Word, Adobe.
- Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings.
- Flexibility in working with multiple clients; professional, friendly, calm demeanor
- Proven experience in building and managing relationships with customers and team members
- Contributes to a pleasant, cooperative and collaborative work environment that includes teamwork, professionalism and genuine respect approach to support the success of the team and co-workers
- Effective coaching and management skills including ability to motivate people
- Current work authorization for Canada is required for all openings._

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.


No telephone inquiries or agencies please. We

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