Job Description

• Current work authorization for Canada is required for all openings.

• You will be working on a flexible hybrid schedule as part of Fidelitys dynamic working arrangement.

• Please note that you must be available to work rotating shifts from Monday through Friday between 8:30 AM and 6:00 PM (local Calgary time).

• Please note that this is a contract role ending on December 31 2025.

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:

The Advisor Service Centre is an inbound call center and part of the larger Fidelity Investments Canadas Client Services division. The Advisor Service Centre provides premier customer service interaction support to investment advisors whereas the Transfer Agent Processing department is responsible for the mutual fund retail administration and of all financial and nonfinancial transactions within different account types and across several different product offerings. Our goal is to service and support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management.

How Youll Make an Impact:

Position Overview

The Team Manager Advisor Service Centre is responsible for managing the daytoday activities of the Advisor Service Centre (ASC) team with an approximate of 10 to 15 direct reports. The Team Manager is accountable to the Advisor Service Centre Representative and/or Business Development representatives for coaching mentoring training development and as well as contributing to building a strong team. They will use their strong operational knowledge to coordinate the delivery of services and to address all client escalations quickly and effectively.

In addition the Team Manager is responsible to identify and implement process improvements to create an optimal positive experience for both the employees and our clients.

Key Accountabilities

Coaching Development & Performance Management:

Foster an environment that promotes feedback while managing day to day operation of the team within the ASC Department.

Engage employees in establishing clear and measurable goals that are documented to achieve business results

Daily on the spot coaching to provide feedback to team members to meet business objectives prevent performance concerns and enhance individual performance

Ensure direct reports have the tools to succeed and improve performance

Mentor staff and develop talent for current and future organizational needs

Ensure all direct reports have a documented development plan and progress update according to their action plans

Manages employees and team to achieve departmental standards in productivity quality and discretionary measures

Ensure all emails voicemails escalations are resolved by end of day

Model and hold employees accountable for portraying the corporate values and CS Corporate goals

Reward and recognize team members outstanding performance and contribution in an effort to develop and nurture talents for organizational progress

Team Members to be trained on specific tasks including outbound calls and Correspondence to handle Email chat inquiry and NIGO situations

Operations Management

Oversee the daytoday operations of the team to ensure we adhere to Service level Agreements on the phone chat email inquiries and work items.

Provides functional area expertise oversight problem resolution training analysis and reporting as required across a variety of group responsibilities.

Ensures job accountabilities (standards expectations) are clearly communicated and understood by direct reports

Manages employees and team to achieve departmental standards in productivity quality and discretionary measures

Ensure all emails voicemails escalations are resolved by end of day

Work with Service Quality Analysts to understand trends and provide constructive feedback to the team.

Manages excessive lateness absenteeism or other problematic issues that are demonstrated by any employee with the assistance of HR Solutions as necessary

Coordinates on administrative issues such as scheduling payroll vacation requests scheduling challenges

Escalates unresolved items that are not completed in a timely fashion

Review aged items report and followup until resolution

Partnership and Relationship Management

Work effectively with other business units such as L&D Compliance Sales Marketing and

other departments in Client Services to ensure we have adequate communication training

and/or policy changes to share with Front line agents.

Promote an environment where we are working closely with Sales on items that require immediate attention

Initiate system enhancements that benefit department or address systems/process deficiencies as required

Ensure team has a consistent understanding of the CRA and ESDC regulations

Regularly solicit ideas from direct reports and ensure client feedback is channeled thru the Voice of Customer and Voice of the employee program

Project & Initiatives

Provides input into business planning and resource planning for their functional unit.

Initiates and plays a project lead role in corporate and divisional projects and initiatives.

Project delivery and implementation on time and on budget

Contributes to internal policy and procedure changes documented list of challenges that relate to task of product

Communicate project and initiative launch to frontline agents

Coordinate all findings/ committees pertain to project delivery

Customer Experience & Internal Collaboration

Be a role model for our employees for delivering stellar quality customer service interactions to our internal and external customers to exceed their expectations and create a positive experience. Deliver seamless customer service through teamwork and collaboration. Continually searches for ways to improve customer service including the removal of barriers and providing solutions.

Collaborates with the senior management across the Client Services and IS divisions to resolve problems or enhance processes.

Works with key business partners/and correspondents on projects and initiatives.

Team understands the important role they play in creating an exceptional client experience.

Supports all service quality initiatives and facilitates superior internal/external customer service

Responds to enquiries escalated by the team

Responds to escalations and inquiries from Sales and other internal partners

Liaises both internally and externally with others to resolve larger issues

Client and employee engagement survey results and feedback

What We Are Looking For:

Experience

3 4 years of progressive experience working in the financial services industry preferably in mutual funds

1 2 years of experience managing coaching training and developing employees in a customer service center environment would be an asset

Education

A College degree 3 year program) or the equivalent work experience

University Degree (Bachelors Degree) would be an asset

Strong communication skills in English (written and verbal)

Strong communication skills in French (written and verbal) would be an asset

Designations Licenses or Accreditations

Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC); or CFA are considered an asset

The Expertise You Bring:

Industry/Business Expertise

Knowledge of mutual fund industry practices and standards

Strong interpersonal communication skills and relationship management

Ability to ensure exceptional customer service in dealings with internal and external clients

Proven experience in building and managing relationships with customers and team members

Consults with business partners and team members in developing solution.

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 coworkers

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