Manager Client Experience

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. 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. Manager Client Experience Business overview The Client Experience Team (CET) is our premier support team which is part of the larger Client Services (CS) division. Acting as a central point of contact, we service and respond to inquiries from investment professionals in the mutual fund & ETF industry. Our goal is to “stay ahead” by delivering the best service experience possible and support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management. How You’ll Make an Impact: Position Overview The Manager Client Experience proactively contributes to the development and execution of the strategic goals and priorities of the Client Experience Team. Leading a high-performance, customer-focused teams, you will inspire employees’ commitment and actively contribute to the CS Division business plan. You will also be responsible for the day-to-day management, leadership, and overall quality of service delivery to Advisors and Fidelity employees. Key Accountabilities - Manage the day-to-day activities of the Client Experience Team. Work with senior divisional management to make recommendations and implement changes which will enhance the client experience and staff productivity, reduce risk and generally increase employee performance. - Maintain a Focus on Quality that is driven by the client experience and client needs. Creates an environment where staff adds value to the client experience by understanding what's important, recognizing what needs to be done and taking personal accountability for creating a positive "moment of truth." - Work closely with Client Experience Managers to ensure that individual and department performance standards are achieved. - Financial and Risk Management: - Ensure that policies and procedures are effectively administered within the team - Ensure accuracy and compliance to internal and external policies - Ensure appropriate controls are in place to prevent exposure to business risk - Participate in and/or manage projects to advance the business. - Partner with other FIC departments to develop an end-to-end client experience service model. Work closely with Sales to develop a strong understanding of each client’s unique service needs and preferences. Build infrastructure to capture and monitor client experience and lead implementation of plans to evolve model to further enhance client experience. What We Are Looking For: Experience - Minimum 7 years of experience in the financial services industry - 3 - 5 years of progressive work experience in a management role in a customer service environment within the financial services industry **Education**: - University degree is required or equivalent experience Designations, Licenses, or Accreditations - Canadian Securities Course (CSC) or IFIC is preferred The Expertise You Bring: - Pro-active, creative, and highly motivated results producer. Able to deliver against business objectives and service standards. - Proven ability to build, manage and foster a team-oriented environment - Excellent planning, preparation, and organizational skills - Solid verbal and written communication skills. Excellent interpersonal skills. - Strong ability to build and maintain relationships with internal key partners. - Excellent knowledge of FIC mutual fund Operations, in particular our client facing services. - Project management - some experience managing projects preferred. - Customer Service oriented with the ability to build and maintain strong relationships with these clients - Proven leadership and management skills. 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 options - Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you - Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that inc