Team Manager

2 months ago

Toronto, Ontario, Canada Fidelity Investments Full time

About the Role:

The Team Manager, Accounts Transfers, is a key position within Fidelity Clearing Canada's Operations Department. This role is responsible for managing a functional team of operations employees, ensuring the day-to-day operations of the Accounts Transfers team are running smoothly and efficiently.

Key Responsibilities:

  • Manage the daily operations of the Accounts Transfers team, ensuring processing volumes and Service Level Opportunities (SLOs) are met.
  • Ensure compliance with Fidelity's compliance and risk framework, protecting the company's brand and reputation.
  • Provide functional area expertise, oversight, problem resolution, training, analysis, and reporting as required.
  • Work closely with the Account Transfer Manager on special planning and departmental projects.
  • Oversee business practices in Account Transfers and improve them when necessary.

Compliance and Risk Management:

  • Develop and maintain supervisory procedures to strengthen regulatory and risk controls for the assigned team.
  • Participate in internal and external audit engagements.
  • Identify and resolve issues and risks (financial and regulatory).

People Management:

  • Provide regular coaching and feedback to help employees meet business objectives and enhance individual performance.
  • Ensure employees understand the values, policies, and procedures of Fidelity and their business unit.
  • Ensure team receives the necessary training to proficiently perform their roles.
  • Ensure employees have the necessary tools to perform and be successful in their jobs.

Business Planning and Resource Planning:

  • Provide subject matter expertise and play a project lead role in corporate and divisional projects and initiatives, including client onboarding.
  • Ensure a positive client experience from all business units.

Working Relationships:

  • Collaborate with other Operations Team Managers and senior management within the Operations Departments to resolve problems, enhance processes, and seek the most efficient way in processing transactions.
  • Collaborate with external business partners, such as 3rd party vendors and custodians, to communicate and resolve issues.
  • Seek out Continuous Improvement opportunities to enhance ease of doing business for clients and to further support the team.

Requirements:

  • Strong customer service orientation and excellent written and verbal communication skills.
  • Organized self-starter, with a customer service focus and ability to manage a team and complex tasks.
  • Effective management skills, including the ability to motivate people.
  • Proven experience in building and managing relationships with customers and team members.
  • Contributes to divisional and departmental initiatives by contributing to the success of assigned projects.
  • Ability to learn and teach on systems and products quickly and gain an understanding of FCC's product offerings.

Education and Experience:

  • 3+ years in Financial Services or 3 – 4 years progressive experience in operations or customer service within the brokerage or financial services industry.
  • Experience coaching, training, mentoring, and leading people is an asset.
  • University Degree or equivalent work experience.
  • Completion of Canadian Securities Course would be considered an asset.
  • Being Bilingual in French is considered an asset.

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