Service Enablement Specialist
Service Enablement Specialist
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Job Description
Job Description
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.
Who We Are:
Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution clearing custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.
For more information about Fidelity Clearing Canada please visit Youll Make An Impact:
The Service Enablement Specialist is a pivotal role within Fidelity Clearing Canada and responsible for the creation and management of comprehensive knowledge base content. This position requires a strong focus on developing clear concise and accurate materials aimed at both internal teams and external clients. The Service Enablement Specialist will ensure that all content aligns with organizational goals and enhances the overall client experience.
What You Will Do:
Maintain Knowledge base content create and update articles through participation in the P&P Committee and project work and partnership internal partners on standardized cadence.
Measures:
Collaborate cross-functionally and especially with FCC Product Operations and Compliance to drive the creation of knowledge content such as client-facing policies and procedures or other operational and system-related how-to documentation.
Assist teams in the documentation of their internal P&P
Ensure the overall alignment of knowledge content with client and FCC business needs.
Participate in the change management and communication process for changes to process policy and procedure to drive internal awareness education and improve the client experience.
Measures:
Develop and maintain an ongoing process for communicating material changes in policy and procedure internally.
Work with L&D and management to ensure a regular cadence is established to discuss changes to ensure consistency in the employee experience.
Partner with Product and Communications teams to drive a consistent internal communication to inform teams of change
Build and maintain strong relationships across FCC to support the ongoing development and maintenance of knowledge content.
Measures:
Work with closely with teams across FCC to ensure comprehensive knowledge content
Serve as liaison between technical teams and non-technical stakeholders to facilitate communication and build clear content
Act as a point of contact for internal queries regarding content utilization and best practices
Work with Management to establish standards and guidelines for content creation to maintain consistency and quality
Measures:
Regular audits of the knowledge content structure and alignment between available content and organization of the same (i.e. categories) in partnership with Policy/Procedure and Product
Risk- identify risks and notify management of any errors/mistakes immediately including any risk concerns that may not conform to standard practices and guidelines. This includes making suggestions asking questions or providing feedback that could lead to improved processes and controls with reduced risk.
What We Are Looking For:
Experience in content creation technical writing or knowledge management. Strong analytical skills with the ability to interpret data and make informed decisions. Excellent communication skills both written and verbal with a keen attention to detail. Familiarity with content management systems and knowledgebase software.
Organized self-starter with a customer service focus and ability to manage complex tasks. Strong attention to detail. Ability to work independently while being in a team environment. Strong technical aptitude and able to adapt to new technologies quickly. Goal-oriented and a self-starter. Ability to quickly learn adapt and change to meet the needs of a changing environment. Excellent problem-solving skills. Ability to work in a fast-paced environment without direct supervision
The Expertise You Bring:
Must haves:
3 years experience
Solid understanding of the securities industry knowledge specifically retail wealth management
Experience in content creation technical writing or knowledge management.
Nice to haves:
Experience at a carrying broker or custodian
Education/Licenses/Registrations/Designations:
A minimum requirement of a university degree (Bachelors degree) or equivalent work experience
Must have: Technical writing skills or other related experience such as business analysis
Nice to have: Canadian Securities Course (CSC)
Some of the ways well help you feel valued and supported as part of our team:
Flexible working arrangements - hybrid option
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:
Unclear Seniority
Employment Type
Full-Time
