Service Delivery Manager Bilingual

Job Description Current work authorization for Canada is required for all openings. You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. The incumbent is required to review and process documents in both official languages (French and English) to meet industry regulatory obligations, and demonstrate advanced communication skills in both languages. Who We Are Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market, providing trade execution, clearing, custody and back‑office support services to Canadian‑based brokerage firms and the Canadian brokerage arms of U.S.‑based firms. Purpose of the Role The Service Delivery Manager – Bilingual is the primary point of contact for overall service delivery to Introducing Broker and Portfolio Manager clients of FCC. They act as a liaison between the client and FCC back‑office departments, ensuring that defined client service levels are met. They respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution, ensuring prompt escalation of heightened issues and timely resolution. This role manages day‑to‑day complex service issues across all client business lines (retail, institutional and managed/discretionary), requiring a high level of brokerage operations knowledge and an understanding of clients’ business and interactions with FCC. Responsibilities also include assisting team members, participating in projects, and producing client metrics. What You Will Do Act as the central point of contact for IB/PM clients for all service‑related issues. Receive and respond to daily client inquiries and requests, ensuring timely and complete resolution within SLAs. Effectively manage and elevate client issues through established internal protocols, engaging the appropriate teams. Leverage operational policies and processes to troubleshoot issues and provide accurate, informed responses. Collaborate closely with internal departments to ensure seamless service delivery and provide exceptional customer service. Build and enhance loyalty by reducing middle‑office and advisor effort in their interactions with Fidelity Clearing Canada. Assess client situations and provide comprehensive, time‑sensitive solutions, deepening client and industry expertise. In heightened urgency situations, engage senior leadership and reinforce FCC’s commitment to the client. Apply sound judgment to assess impact on client, end investors, and FCC. Keep apprised of evolving FCC policies, procedures, and client‑specific processes. Understand FCC product offerings to provide ad‑hoc training. Other duties as assigned. What We’re Looking For Bilingual in French and English. 3‑year post‑secondary diploma or equivalent work experience. 3–5 years of hands‑on experience in a client service or operations role within the financial services industry, focused on brokerage operations. Prior experience with a brokerage firm or direct brokerage clients is essential. Solid understanding of CIRO’s Introducing Broker / Carrying Broker model and Portfolio Management firms custody arrangements. Strong working knowledge of industry products, services and systems, including Dataphile (Broadridge), FundServ and the iiiFind suite of products. Completion of Canadian Securities Course would be an asset. The Expertise You Bring Proven success in establishing exceptional client service. Ability to build credibility and rapport with clients quickly. Strong communication skills to all audiences at different levels. In‑depth knowledge of operations, account openings, transfers, registered products, investment products and settlements. Analytical skills to identify and solve issues with strong attention to detail. Logical reasoning to evaluate alternative solutions. Prioritization and decision‑making skills. Influence and active listening skills. Professional, friendly, calm demeanor; flexibility with multiple clients. Strong computer skills, including Office, Excel, Word, Adobe and rapid system learning. Excellent verbal and written communication; professional phone communication. Team‑player who fosters strong relationships. Awareness of regulatory risk, market hours and banking deadlines. Benefits and Support Flexible working arrangements – 100% remote, hybrid or in‑office options. Competitive total compensation, including company contributions to your group RRSP. Comprehensive health benefits starting on day one, with 100% employer‑paid premiums and up to \$5,000 annually for mental health services and therapy. Parental leave top‑up to 100% of your salary for 25 weeks. Up to \$650 for home‑office equipment. Generous time‑off policy, including 2 paid volunteer days per year. Diversity and inclusion programs with employee resource groups. Extensive professional development opportunities, including 11,000+ training courses, tuition reimbursement and rewards for completing required designations. 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. Accommodation During the Application Process Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at #J-18808-Ljbffr