Team Manager Service Delivery
Team Manager Service Delivery
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Job Description
Job Description
Please note: This role is designated as Hybrid as per Fidelitys Dynamic Working Policy.
Current Work Authorization is required for all openings.
Who We Are:
Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade clearing custody and backoffice support services to Canadianbased brokerage firms and the Canadian brokerage arms of firms.
For more information about Fidelity Clearing Canada please visit Opportunity:
The Team Manager Service Delivery plays a vital role in ensuring FCC delivers the highest quality of customer service to our clients. The Team Manager is responsible for overseeing the day to day activities of the Service Delivery team. The Team Manager is also accountable to the Service Delivery Managers and Service Delivery Representatives for coaching mentoring training development and as well as contributing to building a strong team.
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. The Team Manager will monitor intraday activities case volumes and respond accordingly to changing conditions redirecting resources within the team to meet or exceed SLOs. This role requires a solid understanding of FCCs offering clients business lines & structures including the unique aspects of their business/product suite and how they interact with FCC.
What You Will Be Doing:
- Managing the service delivery model by diagnosing problem situations and resolving issues.
- Ensuring that items are being addressed in a timely manner and that the team is providing clear and concise resolutions to clients.
- Fostering an environment that promotes feedback while managing day to day operation of the team.
- Ensuring all direct reports have a documented development plan and progress updates according to their action plans.
- Acting as a change agent and drive the client experience and also as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are surpassed.
- Identifying existing and potential client issues; recommend and implement initiatives and projects.
- Assisting in the development and of tactical action plans to meet the needs of clients. Collaborates with management across divisions to resolve problems or enhance processes.
- Providing strong oversight of work completed by the team by ensuring that adjustments are processed in compliance with FCCs policies & procedures and any regulatory guidelines.
- Assisting with escalations and case resolution as required
What We Are Looking For:
- 3 year postsecondary education or equivalent work experience
- Bilingual Proficiency in French and English (Written / Oral) is a strong asset
- 34 years progressive experience in operations or customer service within the brokerage or financial services industry
- 12 years of experience in coaching and a people management type of role is an asset
- Enrolment or completion of the Canadian Securities Course (CSC) is an asset
What You Will Bring:
- Excellent verbal and written communication skills ability to write effectively both in person and over the phone/email
- A creative and highly motivated results producer. Able to deliver against business objectives and service standards.
- Excellent analytical and problem resolution skills
- Proven experience in building and managing relationships with customers and team members.
- Strong negotiation and partnership skills with the ability to navigate difficult situations
- Able to adapt to change and successfully deliver on goals
- Has confidence and selfmotivation to be proactive
- Strong computer skills including proficiency in Excel
- Ability to learn and instruct on systems and products quickly and gain an understanding of FCCs product offerings.
- Flexibility in working with multiple clients and a professional friendly and calm demeanor.
- Proven experience in building and managing relationships with customers and team members
- 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
- Effective coaching and management skills including ability to motivate people
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
