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.

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.

Team Manager Advisor Service Centre Bilingual

Please note that you must be available to work rotating shifts from Monday through Friday between 8:00 am and 8:00 pm.

Business Overview:

The Advisor Service Centre is an inbound call center and part of the larger Fidelity Investments Canadas Client Services division. The Advisor Service Centre provides premier customer service interaction support to investment advisors whereas the Transfer Agent Processing department is responsible for the mutual fund retail administration and execution of all financial and non-financial transactions within different account types and across several different product offerings. Our goal is to service and support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management.

How Youll Make an Impact:

Position Overview

The Team Manager ASC Bilingual is responsible for managing the day-to-day activities of the Advisor Service

Centre (ASC) team with an approximate of 10 to 15 direct reports. The Team Manager is accountable to the Advisor Service Centre Representative and/or Business Development representatives for coaching mentoring training development and as well as contributing to building a strong team. They will use their strong operational knowledge to coordinate the delivery of services and to quickly and effectively address all client escalations.

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.

Key Accountabilities

Coaching Development & Performance Management:

Foster an environment that promotes feedback while managing day to day operation of the team within the ASC Department.

• Engage employees in establishing clear and measurable goals that are documented to achieve business results.
• Daily on the spot coaching to provide feedback to team members to meet business objectives prevent performance concerns and enhance individual performance
• Ensure direct reports have the tools to succeed and improve performance
• Mentor staff and develop talent for current and future organizational needs
• Ensure all direct reports have a documented development plan and progress update according to their action plans.
• Manages employees and team to achieve departmental standards in productivity quality and discretionary measures.
• Ensure all emails voicemails escalations are resolved by end of day.
• Model and hold employees accountable for portraying the corporate values and CS Corporate goals.
• Reward and recognize team members outstanding performance and contribution in an effort to develop and nurture talents for organizational progress.
• Team Members to be trained on specific tasks including outbound calls and Correspondence to handle Email chat inquiry and NIGO situations.

Operations Management:

Oversee the day-to-day operations of the team to ensure we adhere to Service level Agreements on the phone chat email inquiries and work items.

Provides functional area expertise oversight problem resolution training analysis and reporting as required across a variety of group responsibilities

• Ensures job accountabilities (standards expectations) are clearly communicated and understood by direct reports.
• Manages employees and team to achieve departmental standards in
• productivity quality and discretionary measures.
• Ensure all emails voicemails escalations are resolved by end of day
• Work with Service Quality Analysts to understand trends and provide
• constructive feedback to the team.
• Manages excessive lateness absenteeism or other problematic issues that are demonstrated by any employee with the assistance of HR Solutions as necessary.
• Coordinates on administrative issues such as scheduling payroll vacation requests scheduling challenges
• Escalates unresolved items that are not completed in a timely fashion
• Review aged items report and follow-up until resolution

Partnership and Relationship Management:

Work effectively with other business units such as L&D Compliance Sales Marketing and

other departments in Client Services to ensure we have adequate communication training

and/or policy changes to share with Front line agents.

• Promote an environment where we are working closely with Sales on items
• that require immediate attention.
• Initiate system enhancements that benefit department or address
• systems/process deficiencies as required
• Ensure team has a consistent understanding of the CRA and ESDC regulations
• Regularly solicit ideas from direct reports and ensure client feedback is channeled thru the Voice of Customer and Voice of the employee program

Project & Initiatives:

Provides input into business planning and resource planning for their functional unit.

Initiates and plays a project lead role in corporate and divisional projects and initiatives.

• Project delivery and implementation on time and on budget.
• Contributes to internal policy and procedure changes documented list ofchallenges that relate to task of product.
• Communicate project and initiative launch to frontline agents.
• Coordinate all findings/ committees pertain to project delivery.

What We Are Looking For:

Experience

• 3 4 years of progressive experience working in the financial services industry preferably in mutual funds or financial services industry.
• 1 2 years of experience managing coaching training and developing employees in a customer service center environment.

Education:

• College degree (3- year program) or the equivalent work experience.
• University Degree (Bachelors Degree) would be considered as asset.
• Strong communication skills in English (written and verbal).
• Strong communication skills in French (written and verbal).

Designations Licenses or Accreditations

• Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC); or CFA are considered as assets.

The Expertise You Bring

• Industry/Business Expertise.
• Knowledge of mutual fund industry practices and standards.
• Communicates effectively both verbal and written.
• Strong interpersonal skills.
• Ability to ensure exceptional customer service in dealings with internal and external clients.
• Proven experience in building and managing relationships with customers and team members.
• Consults with business partners and team members in developing solution.
• 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 co-workers

Some of the ways well help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote hybrid and in office 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