Team Manager Client Support

Job Description

Team Manager, Client Support

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

The Opportunity:
The Team Manager, Client Support plays a vital role in ensuring FCC delivers the highest quality of customer service to our clients. The Team Manager is responsible for managing the day to day activities of the Client Support team. The Team Manager is accountable to the Client Support Managers for coaching, mentoring, training, development and as well as contributing to building a strong team.

In addition, the Team Manager is also responsible for identifying and implementing process improvements to create an optimal positive experience for both the employees and our clients.The Team Manager will monitor intra-day activities, case volumes and respond accordingly to changing conditions, redirecting resources within the team to meet or exceed SLO’s. This role requires a strong knowledge of FCC’s offering, clients’ business lines & structures, including the unique aspects of their business/product suite and how they interact with FCC.

What You Will Be Doing:

- Fostering an environment that promotes feedback while managing day to day operations of the team within the Client Support Team.
- Ensuring that items are being addressed in a timely manner and that the team is providing clear and concise resolutions to clients.
- Managing and maintaining relationships with internal partners. Acting as a change agent and driving the client experience.
- Acting as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are surpassed
- Ensuring all direct reports have a documented development plan and progress updates according to their action plans.
- Providing oversight on work completed by the team by ensuring that changes that are made to user access levels are done in compliance with FCC’s policies, procedures, and any regulatory provisions.
- Assisting with escalations and case resolutions.
- Assisting in the development and execution of tactical action plans to meet the needs of clients. Collaborates with management across divisions to resolve problems or enhance processes.

What We Are Looking For:

- 3 year post-secondary education or equivalent work experience
- 3-4 years progressive experience in operations or customer service within the brokerage or financial services industry
- 1-2 years of experience in coaching and a people management type of role is an asset
- Enrolment or completion of the Canadian Securities Course (CSC) is an asset

What You Will Bring:

- A creative and highly motivated results producer. Able to deliver against business objectives and service standards.
- Excellent analytical and problem resolution skills
- Proven experience in building and managing relationships with customers and team members.
- Strong negotiation and partnership skills, with the ability to navigate difficult situations
- Able to adapt to change and successfully deliver on goals
- Has confidence and self-motivation to be proactive
- Strong Proficiency in Microsoft Excel, upto and including using VBA
- Ability to learn and instruct on systems and products quickly and gain an understanding of FCC’s product offerings.
- Flexibility in working with multiple clients and a professional, friendly, and calm demeanor.
- Proven experience in building and managing relationships with customers and team members
- Contributes to a pleasant, cooperative and collaborative work environment that includes teamwork, professionalism and genuine respect approach to support the success of the team and co-workers
- Effective coaching and management skills including ability to motivate people

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.


No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:
Awards

Canada's Top 100 Employers
- Greater Toronto's Top Employers
- Canada's Top Family-Friendly Employers
- Canada's Top Employers for Young People

Great Place To Work Certified- Best Workplaces for Inclusion- Best Workplaces for Mental Wellness Best Workplaces for Today's Youth- Best Wo