Team Manager Client Experience
Team Manager Client Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
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.
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.
What You Will Do:
The Team Manager Client Experience is responsible for ensuring the delivery of exceptional operational service to FICs critical clients. The Team Manager will be accountable to the team members to ensure coaching; mentoring; helping them with their development and facilitating their training; resourcing and the resolving work issues. The TM is accountable to Fidelity to protect Fidelitys reputation by ensuring compliance with the industry and internal standards; and ensuring premium services provided to the clients.
Key Accountabilities / Responsibilities:
Manages day to day operations of the team
Oversees the operations of the team by ensuring adequate phone coverage and e-mail inquiries and escalations are attended and resolved in a timely and professional manner
Builds and maintains strong relationships with internal and external clients and develops solid understanding of their needs.
Ensures the Client Experience Managers and Specialists have service review discussions; develop and execute action plans to address issues; and deliver solutions to improve client satisfaction. Ensures team members leverage opportunities to offer training/education on the operational details of new service-related offerings in partnership with the Sales Teams.
Assesses inquiries and escalations according to Fidelitys policies and procedures and communicates escalations to management and impacted parties.
Partners with Sales Teams in the effort of influencing client loyalty and sales results. Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure that client expectations are surpassed
Holds oneself accountable to internal and external policies to mitigate risk to Fidelity and its customers
Contributes to divisional and departmental initiatives by participating in and driving to the success of projects and continuous improvement opportunities
What We Are Looking For:
Experience
5 years of related work experience in the mutual fund industry or financial services industry.
1 year of coaching training managing and mentoring people is preferred.
Education
3-year post-secondary education program completed (or equivalent experience)
Bilingualism in English and French is an asset.
Licenses
Completion of IFSE Canadian Investment Funds Course or Canadian Securities Course is preferred.
The Expertise You Bring:
Excellent knowledge of mutual fund industry practices and standards
Excellent knowledge of Fidelitys programs and product offerings
Strong organizational and product awareness
Strong communication and interpersonal skills
Confirmed experience in building and handling relationships with customers and team members
Ability to prioritize requirements and handle workload across team members
Strong coaching skills and effective management skills including ability to empower people
Some of the ways well help you feel valued and supported as part of our team:
Flexible working arrangements - hybrid 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% employer-paid premiums that include up to $5000 annually for mental health services and therapy
Parental leave top-up 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 people-centric 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 legally-protected 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 Family-Friendly 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 - 5-Star Benefit Program
o HRD - 5-Star 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
