Manager Service Enablement
Manager Service Enablement
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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 Manager Service Enablement is part of the FCC Client Services team reporting to the Director Client Services. The manager will oversee the FCC knowledge base and is responsible for the creation and maintenance of internal and client facing knowledge to enhance the client experience and drive self serve across the unifide Platform.
The manager will collaborate with the various operations product service & some development teams as part of the content management cycle and build/maintain KPIs to demonstrate success and to map out content maintenance and development priorities.
The Manager will also be responsible for maintaining the roadmap for the internal use of the FCC CRM (Salesforce) working with key partners (SAM Development Operations) to align on development priorities and increase adoption that drives efficiency and customer service outcomes.
What You Will Do:
Own management of the internal Knowledgebase create and update articles through participation in the P&P Committee and project work and partnership internal partners. Build out a regular maintenance cadence to ensure content is regularly reviewed/updated or retired as required.
Measures:
Collaborate cross-functionally and especially with FCC Product Operations and Compliance to drive the creation of internal 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.
Conduct 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
Drive business ownership of the maintenance cycle with business partners
Build KPIs to assess effectiveness of knowledgebase including internal and external usage team productivity and performance
Change Management- Implement and maintain a 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.
Partner 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 message internally that would
Develop a rollout and change management strategy for the Knowledgebase platform across the organization
Partner with Training and business units to align knowledge delivery with onboarding and continuous learning initiatives.
Salesforce- Act as internal business (product) owner for Salesforce driving an integrated experience that improves service outcomes and operational efficiencies.
Measures:
Define an internal product roadmap for Salesforce for Service and Operations Teams
Manage ongoing maintenance needs in partnership with FCC Technology
Work with users/teams to identify education gaps and enhance usage and experience
Project Work- Support projects & initiatives across Fidelity Clearing Canada that drive constant improvement in the client experience such as service quality / insights and quality control
Measures:
Maintain KPIs to understand how the knowledgebase impacts service operations & product teams
Assist in the development and maintenance of quality assurance and interaction quality frameworks to ensure service excellence
Work with Service & Operations teams to maintain a service culture and driving an effortless experience
Leadership- Create a culture of performance which attracts and maintains high caliber staff and fosters their development.
Measures:
Goals are established to achieve business objectives
Ensure job accountabilities are clearly communicated and understood by direct and indirect reports.
Regularly coach and provide feedback to help individuals meet their goals/business objectives.
Ensure all direct reports have development plans
Ensure performance is assessed consistently across the team and performance reviews are conducted.
Risk-Manage risk to the organization by ensuring all service is conducted in compliance with FCCs legal and regulatory framework following policy and procedure. Look for opportunities to reduce organization risk exposure through process improvement automation. Identify and report trends as part of a first line of defense.
Measures:
Satisfactory audit / risk review results
Appropriate policy and procedures are in place to ensure adherence to industry regulations
Utilize technology to effectively reduce risk and automate processes as appropriate
Maintain effective manual control and oversight to minimize risk of processing errors and privacy breaches
Develop and maintain policies and procedures to ensure adherence to regulatory industry and internal policies.
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 written/verbal communication skills; high EQ with an ability to understand business needs. Familiarity with content management systems and knowledgebase software Strong understanding of Salesforce platform Proven success in establishing exceptional client service and relationships with a strong client centric approach to dealing with internal and external clients. Proven project management experience Strong organizational and project management skills to manage concurrent projects drive performance and meet deadlines Organizational Awareness - focus on key partnerships teamwork and relationship building across a complex multi-national organization. Team player and leader who works constructively with others to achieve team goals and provide departmental thought leadership
The Expertise You Bring:
Must haves:
3 years experience in a leadership role (supervisory or coaching)
Knowledge and working experience in brokerage or financial services business environment with focus on mid/back-office applications.
Understanding of Salesforce
Technical writing skills or other related experience such as business analysis
Nice to haves:
Knowledge of broker/dealer platforms
Education/Licenses/Registrations/Designations:
A minimum requirement of a university degree (Bachelors degree) or equivalent work experience
Nice to have: Canadian Securities Course (CSC) industry related courses Project management product owner or scrum master training
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:
Manager
Employment Type
Full-Time
