Service Enablement Specialist

Job Description

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

Current work authorization for Canada is required for all openings.

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

How You’ll Make An Impact:
The Service Enablement Specialist is a pivotal role within Fidelity Clearing Canada, and responsible for the creation and management of comprehensive knowledge base content. This position requires a strong focus on developing clear, concise, and accurate materials aimed at both internal teams and external clients. The Service Enablement Specialist will ensure that all content aligns with organizational goals and enhances the overall client experience.

What You Will Do:
Maintain Knowledge base content, create and update articles through participation in the P&P Committee and project work, and partnership internal partners on standardized cadence.
- Measures:_- Collaborate cross-functionally, and especially with FCC Product, Operations and Compliance, to drive the creation of knowledge content, such as client-facing policies and procedures, or other operational and system-related how-to documentation.- Assist teams in the documentation of their internal P&P- Ensure the overall alignment of knowledge content with client and FCC business needs.

Participate in the change management and communication process for changes to process, policy and procedure to drive internal awareness, education and improve the client experience.
- Measures:_- Develop and maintain an ongoing process for communicating material changes in policy and procedure internally.- Work with L&D and management to ensure a regular cadence is established to discuss changes to ensure consistency in the employee experience.- Partner with Product and Communications teams to drive a consistent internal communication to inform teams of change

Build and maintain strong relationships across FCC to support the ongoing development and maintenance of knowledge content.
- Measures:_- Work with closely with teams across FCC to ensure comprehensive knowledge content- Serve as liaison between technical teams and non-technical stakeholders to facilitate communication and build clear content- Act as a point of contact for internal queries regarding content utilization and best practices

Work with Management to establish standards and guidelines for content creation, to maintain consistency and quality
- Measures:_- Regular audits of the knowledge content structure and alignment between available content and organization of the same (i.e. categories) in partnership with Policy/Procedure and Product- Risk
- identify risks and notify management of any errors/mistakes immediately, including any risk concerns that may not conform to standard practices and guidelines. This includes making suggestions, asking questions, or providing feedback that could lead to improved processes and controls with reduced risk.

What We Are Looking For:
Experience in content creation, technical writing, or knowledge management. Strong analytical skills with the ability to interpret data and make informed decisions. Excellent communication skills, both written and verbal with a keen attention to detail. Familiarity with content management systems and knowledgebase software.

Organized self-starter, with a customer service focus and ability to manage complex tasks. Strong attention to detail. Ability to work independently while being in a team environment. Strong technical aptitude and able to adapt to new technologies quickly. Goal-oriented and a self-starter. Ability to quickly learn, adapt and change to meet the needs of a changing environment. Excellent problem-solving skills. Ability to work in a fast-paced environment without direct supervision

The Expertise You Bring:
Must haves:
- 3+ years’ experience- Solid understanding of the securities industry knowledge, specifically retail wealth management- Experience in content creation, technical writing, or knowledge management.

Nice to haves:
- Experience at a carrying broker or custodian

Education/Licenses/Registrations/Designations:
- A minimum requirement of a university degree (Bachelor’s degree) or equivalent work experience- Must have: Technical writing skills, or other related experience such as business analysis- Nice to have: Canadian Securities Course (CSC)

Some of the ways we’ll help you feel valued and supported as part of our team:
- Flexible working arrangements - hybrid option- Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you- Comprehensive health benefits that start on your