Director of Operations Core Services

4 weeks ago

Toronto, Ontario, Canada Fidelity Investments Full time

About the Role

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.

Job Overview

The Director, Operations Core Services FCC is responsible for the overall management of FCC's Core Operations areas. Key responsibilities include:

  • Leading the Core Service teams and contributing to the development and evolution of the service delivery model for FCC and its clients.
  • Overseeing complex business projects and escalated service and support issues to ensure quick resolution.
  • Building and amending resolution workflows using enhanced technology for proper case management.
  • Developing strong relationships with key partners across FCC to enhance the client experience while mitigating risks.
  • Working with internal partners to suggest improvements to process and operations to better support clients.
  • Creating a performance culture that attracts and maintains high-caliber staff and fosters their development to reach their potential.
  • Ensuring job accountabilities are clearly communicated and understood by direct and indirect reports.
  • Coaching and providing feedback to help individuals meet their goals and business objectives.
  • Managing the Voice of the Customer Program, including developing, planning, scheduling, and communicating all feedback and opinions from clients to deliver optimal client and systems solutions.
  • Assessing current systems and business procedures, eliciting input from business partners, documenting enhancement requirements, and partnering with project team members to see enhancements through to implementation.
  • Ensuring all services provided to clients are conducted in compliance with all legal and regulatory requirements, keeping current with any relevant changes in these environments.

Requirements

  • 7-10 years of experience in the Financial Services industry, including a minimum of 5 years in a within the brokerage industry.
  • Minimum of 5 years of experience in a people management role or equivalent work experience.
  • Three-year post-secondary degree/diploma completed or equivalent work experience.
  • Solid understanding of the brokerage industry and discretionary investment management industry.
  • Previous experience in an operations role or customer service role working directly with institutional Investment Brokers, Portfolio Managers, and clients within the brokerage industry.
  • Knowledge of relevant industry products, services, and systems is an asset.
  • Canadian Securities Course (CSC) is an asset.

The Expertise You Bring

  • Proven success in establishing exceptional client service and relationships, with a strong client-centric approach in dealing with internal and external clients.
  • Ability to think strategically to solve difficult problems and create additional value in client relationships.
  • Exceptional verbal, interpersonal, and written communication skills, with the ability to communicate to all audiences in a clear and compelling manner.
  • Presentation skills, with the ability to present information to groups with the appropriate level of formality.
  • Broad understanding of the retail investment and Portfolio Management landscape.
  • Excellent analytical skills and attention to detail.
  • Ability to prioritize, organize, and execute plans, with exceptional ability to handle a variety of tasks simultaneously and efficiently.
  • Ability to work within a quickly changing environment and remain composed under pressure.
  • Ability to navigate across the organization to get work accomplished on behalf of the client and FCC.
  • Ability to work as part of a team and adapt to the needs of the team as they arise.
  • Confident in all levels of the business, with senior stakeholders.
  • Strong negotiating skills to speed issues to resolution.
  • Flexible approach allowing for changing priorities.
  • Act as a strong mentor and coach to managers and associates.
  • Demonstrated management and leadership skills to lead and motivate the team.

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