Director Operations

3 weeks ago

Toronto, Canada Fidelity Investments Full time

Description

About Us:

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

Role Overview:

The role of Director, Operations (Client Service) FCC will report to the VP, Client Services, FCC and will oversee the Operations teams within Client Services division. This individual will be responsible for providing direction to the operations teams, including performance metrics, resource planning, policies and procedures. The Director, Operations Client Service FCC will be supporting FCC strategic vision and direction by successfully meeting goals and targets within operations teams. The incumbent in this role is also expected to create a strong culture of customer service focusing on client’s needs and develop solid operation controls and procedures, ensuring all operational and credit risk management procedures are in place and effective.

What You Will Do:

Team performance - successfully meet or exceed service level and accuracy targets, process transactions within SLAs/regulations. Ensure that Business Continuity Plan (BCP) is in place and understood by all staff in the event of a work interruption. Documented Service recovery process that addresses systematic failures. Develop, implement and maintain policies, standards and procedures to ensure adherence to regulatory, industry and internal policies are met and are actively monitored. Maintain an understanding of evolving regulatory requirements and best practices and ensure that policies, practices and procedures are aligned with these best practices. Scorecard metrics accurately measure against the key accountabilities. Successful Internal Audits of all processes and procedures. Maintain a broad perspective and cross company perspective Responsible for annual business plan process and ensuring that team plans, metrics, scorecards, and activities are in complete alignment with the broader corporate plan. Advance the operations teams through technology and processes that improve overall productivity, quality, and accuracy. Optimize staff and departmental effort by removing obstacles and work that interfere with core competencies. Set goals mid to long term goals that will support FCC's overall direction. Ensure that all associates have clear customer service performance expectations and are measured against them. Develop a strong culture of operational controls and procedures, ensuring all operational and credit risk management procedures are in place and effective Actively collaborate and build relationships across the organization and with the brokerage industry to deliver results. Attending regularly scheduled meetings with both internal and external partners. Joining and attending industry organization work groups and user groups and acting on behalf of FCC's and our introducing broker's interests.

What We Are Looking For

More than 7+ years of relevant experience in the financial services industry Experience in the retail brokerage business is preferred 5+ years of experience in leading and managing teams in an operations or client service environment Completion of post-secondary education or equivalent work experience Completion of the Canadian Securities Course is an asset

The Expertise You Bring

Able to lead, empower, and influence a wide spectrum of people; a team builder and enabler Proven high capability to achieve strategic impact when advocating for product, platform or organizational change to meet client demands Excellent verbal and written communication skills - Ability to write effectively, both in person and over the phone/email. Team player- ability to foster and maintain strong working relationships and work cooperatively with others Ability to leverage data to make informed business decisions and add value to client relationships Ability to effectively communicate complex business items to senior management with a recommendation that considers various options 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 approaches to problems. Ability to learn quickly and effectively prioritize tasks based on clients’ needs, strong customer service focus Developed high performance organizations where there is a focus on delivering the highest quality investment solutions and client experience Focused on doing things ethically and professionally; possesses and instills a high degree of personal and professional integrity

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