Client Support Manager
Client Support Manager
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Job Description
Job Description
What We Do
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 You Will Do:
The Client Support Manager has a thorough understanding of FCCs product suite and system setups/challenges allowing them to use their skills and knowledge to support our clients (Introducing Broker and Portfolio Manager clients) of FCC. Their use of the tools provided to them and ability to execute solutions to meet client expectations is critical to success in this role. They are responsible for resolving incidents and triaging where required.
Research and resolve customer issues relating to Product offerings including mission critical support requests and application defects. Analyze issues and recommend solutions.
Perform advanced troubleshooting in a multichannel environment (phone email etc. to solve escalated customer issues and to help raise the bar of our front line support team..
Provide support and training where deemed necessary on FCC applications offered to clients.
Completes technical support system requests for clients such as technical issues and specific customization to the client.
Handle escalated support issues (problem/issue triage management and escalation) with strong decision making capabilities on recognizing the impact and when to escalate to the next level ensuring clear and effective communication throughout the cycle of support; providing enduser assistance where required until the issue has been resolved.
Translate new product information into customerfacing support content ensuring existing content is maintained and is uptodate.
What Were Looking For:
3 years experience in service or operations support roles in financial services industry preferably within the brokerage/carrying/custodian industry
Completion of 3year postsecondary education or equivalent work experience
Broadridge (Dataphile experience) is an asset
Completion of Canadian Securities Course (CSC) is an asset
Bilingual in English and in French is an asset
Expertise You Bring:
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
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 FCCs product offerings (Systems)
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
You will be working on a flexible hybrid schedule as part of Fidelitys dynamic working arrangement.
Current work authorization for Canada is required for all openings.
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
