Client Experience Manager

Description You will be working on a pre-defined hybrid schedule as part of Fidelity’s dynamic working arrangement.Current work authorization for Canada is required for all openings.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.Client Experience Manager Please note this position is available in Toronto, Calgary or Vancouver.Business overviewClient Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged related to the complexity of the business they do with Fidelity.How You’ll Make an Impact:Position overview The Client Experience Manager is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor’s offices. The CEMs support their advisor’s offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the “voice” of FIC’s operational service.Key Accountabilities / Responsibilities: Relationship managementEstablish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures.Operational Expertise Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.Partner with internal clients to reinforce clients Effortless ExperienceCoordinate with Advisor Sales and other internal partners to positively influence client’s loyalty, sales results and case resolutionPromote and support Innovation and continuous improvement environmentBecome an agent of change.Promote and support new systems and services offerings.Become an expert in influencing and ability to inspire change and adoption of new habits.Build and Maintain Knowledge Base of Advisor’s offices Business ModelAct as the expert on how each advisor’s team run their operations.Organize service review discussions with clients and develop and execute action plans to address issues.Confidently Lead Discussions and Provide Solutions to Business Problems Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business.Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.What We Are Looking For: Experience:More than 3 years related work experience in the mutual fund or financial services industry (required).Minimum of 2 years’ experience in in-bound call inquiries (required) And/orMinimum of 1 year experience in transaction and/or adjustment processing (required).Experience with end-to-end customer relationship management is preferred.Education:3-year College degree or equivalent experience.Bilingualism in French and English (written & verbal) is an asset.Designations, Licenses, or AccreditationsIFIC or CSC is preferred.The Expertise You Bring:Exceptional interpersonal skills, particularly on the telephone, including conflict resolution, negotiation and problem-solving skills.Excellent relationship building capabilities - Extremely organized, with associated time management skills. Proven experience in building and managing relationships with customers.Excellent bilingual (French/English) verbal and written skillsExcellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)Strong self-motivation and proactive personalityAbility to multi-task and work well under pressureAbility to work equally well independently and as part of a teamQuick learner and ability to adapt to changeKnowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHATFamiliar with call-center technology Some of the ways we’ll help you feel valued and supported as part of our team:Flexible working arrangements - 100% remote, hybrid, and in office optionsCompetitive total compensation, including company contributions to your group RRSP without a matching requirement from youComprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapyParental leave top-up to 100% of your salary for a period of 25 weeksUp to $650 for home office equipmentGenerous time off policy, including 2 paid days annually to volunteer at a charity of your choiceDiversity and inclusion programs, including an active network of Employee Resource GroupsExtensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.