Client Experience Manager
Client Experience Manager
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Job Description
Job Description
You will be working on a predefined hybrid schedule as part of Fidelitys dynamic working arrangement.
Current work authorization for Canada is required for all openings.
At Fidelity weve 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 were 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 youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best both personally and professionally.
Business overview
Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged related to the complexity of the business they do with Fidelity.
How Youll Make an Impact:
Position overview
The Client Experience Manager is accountable for establishing building and maintaining strong relationships with their portfolio of advisors offices. The CEMs support their advisors offices ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the voice of FICs operational service.
Key Accountabilities / Responsibilities:
Relationship management
Establish build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.
Take full ownership of inquiries and escalations to ensure resolution according to Fidelitys policies and procedures.
Operational Expertise
Coordinate manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.
Partner with internal clients to reinforce clients Effortless Experience
Coordinate with Advisor Sales and other internal partners to positively influence clients loyalty sales results and case resolution
Promote and support Innovation and continuous improvement environment
Become an agent of change.
Promote and support new systems and services offerings.
Become an expert in influencing and ability to inspire change and adoption of new habits.
Build and Maintain Knowledge Base of Advisors offices Business Model
Act as the expert on how each advisors team run their operations.
Organize service review discussions with clients and develop and execute action plans to address issues.
Confidently Lead Discussions and Provide Solutions to Business Problems
Act as the expert on FIC operational policies and procedures with advisors offices on how to process business.
Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed to maximize the relationship and promote the FIC brand.
What We Are Looking For:
Experience:
More than 3 years related work experience in the mutual fund or financial services industry (required)
Minimum of 2 years experience in inbound call inquiries (required)
And/or
Minimum of 1 year experience in transaction and/or adjustment processing (required)
Experience with endtoend customer relationship management is preferred
Education:
3year College degree or equivalent experience
Bilingualism in French and English (written & verbal) is preferred
Designations Licenses or Accreditations
IFIC or CSC is preferred
The Expertise You Bring:
Exceptional interpersonal skills particularly on the telephone including conflict resolution negotiation and problemsolving skills.
Excellent relationship building capabilities Extremely organized with associated time management skills. Proven experience in building and managing relationships with customers.
Excellent Mutual Funds industry operational knowledge (policies procedures transaction types product offerings)
Strong selfmotivation and proactive personality
Ability to multitask and work well under pressure
Ability to work equally well independently and as part of a team
Quick learner and ability to adapt to change
Knowledge and experience with MS Office Suite Salesforce internet and relevant inhouse recordkeeping applications as well as AI and CHAT
Familiar with callcenter technology
Some of the ways well 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 employerpaid premiums that include up to $5000 annually for mental health services and therapy
Parental leave topup 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 11000 training and development courses tuition reimbursement and monetary rewards for completing a required designation
We care a lot about fostering a compassionate peoplecentric culture and are proud to have been named one of Canadas 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 American status or any other legallyprotected 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 .
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
Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top FamilyFriendly Employers
o Canadas Top Employers for Young People
Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams
LinkedIn Top Companies in Canada
Human Resource Director (HRD) Best Place To Work
o HRD 5Star Benefit Program
o HRD 5Star Diversity & Inclusion Employer
Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award Future of Work Strategy
TalentEgg National Recruitment Excellence Award Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team
Required Experience:
Manager
Employment Type
Full-Time
