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 of this role is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. It is required that they 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. 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 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 will act as a liaison between the client and the FCC back-office departments, ensuring that defined client service levels are being met. They will respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution. They will ensure that heightened issues are promptly escalated and resolved in a timely manner.This role manages day to day complex service issues across all client business lines (retail, institutional and managed/discretionary) and therefore a high level of brokerage operations knowledge is expected. This includes an understanding of the unique aspects of clients’ business and how they interact with FCC. Responsibilities will also include assisting team members when required, participating in projects and producing clientmetrics.**What You Will Do:*** Act as the central point of contact for our Introducing Broker (IB) / Portfolio Management (PM) clients for all service-related issues.* Receive and respond to daily client inquiries and requests, ensuring timely and complete resolution within defined service level agreements (SLAs).* Effectively manage and escalate client issues through established internal protocols, engaging the appropriate teams to drive resolution.* Leverage strong knowledge of operational policies and processes to troubleshoot issues and provide accurate, informed responses. A clear understanding of how clients interact with FCC—including any specialized handling or unique business processes—is essential to delivering tailored support.* Collaborate closely with internal departments to ensure seamless service delivery, and consistently provide exceptional customer service to both internal and external stakeholders, aiming to exceed expectations and foster a positive client experience.* Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada. Promote ease of doing business for front and middle offices through product and process education.* Assess client situations and provide comprehensive solutions for items that are time sensitive. Consistently deepen client and industry expertise to proactively navigate emerging challenges and deliver tailored solutions in future scenarios.* In situations requiring heightened urgency, engage senior leadership to reinforce to the client that the matter is receiving FCC’s full and appropriate attention. Assess scenarios and suggest recommendations for business process improvements.* Apply sound judgment to assess the impact of situations on the client, their end investors, and FCC. Act as a strong client advocate by managing expectations, maintaining clear and consistent communication, keeping clients informed of outstanding issues, and responding to inquiries promptly* Keeps apprised of the continuously evolving FCC policies procedures as well as client specific processes.* Understand FCC product offerings to the point where adhoc training can be provided. There may be other duties as assigned.**What We’re Looking For:*** Must be 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, with a strong focus on brokerage operations. Prior experience in a brokerage firm or working directly with 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 uniFide suite of products. Familiarity with these platforms is essential for success in this role* Completion of Canadian Securities Course would be considered an asset**The Expertise Your Bring:*** Proven success in establishing exceptional client service.* Ability to build credibility and rapport with clients quickly* Communicate to all audiences at different levels in a clear and compelling manner.* In depth knowledge of operations offering, processes and policies including account openings, account transfers, registered products, investment products, settlements & certificate handling. This includes understanding how FCC clients interact with FCC and the unique aspects of their business.* Ability to analyze and synthesize information to identify and understand issues and solutions, strong attention to detail.* Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approach to problems.* Ability to prioritize tasks based on clients’ needs and make decisions* Proven ability to influence and active listening skills* Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients.* Strong computer skills including proficiency in Office - Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC’s product offerings.* Excellent verbal and written communication skills - ability to communicate professionally in written form and over the phone.* Team player- ability to foster and maintain strong working relationships and work cooperatively with others.* Strong sense of awareness as it relates to regulatory risk, market hours and banking deadlines**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 include up to $5000 annually for mental health services and therapy* Parental leave top-up to 100% of your salary for a period of 25 weeks* Up to $650 for home office equipment* Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice* Diversity and inclusion programs, including an active network of Employee Resource Groups* Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designationWe 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.**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#J-18808-Ljbffr