Job Description

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 Purpose of the Role

The Service Delivery Manager is the primary point of contact for overall service delivery to Introducing Broker and Portfolio Manager clients of FCC. They will act as a liaison between the client and the FCC back-office departments ensuring that defined client service levels are being met. They will respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution. They will ensure that heightened issues are promptly escalated and resolved in a timely manner.

This role manages day to day complex service issues across all client business lines (retail institutional and managed/discretionary) and therefore a high level of brokerage operations knowledge is expected. This includes an understanding of the unique aspects of clients business and how they interact with FCC. Responsibilities will also include assisting team members when required participating in projects and producing client

metrics.

What You Will Do:

• Act as the central point of contact for our Introducing Broker (IB) / Portfolio Management (PM) clients for all service-related issues.
• Receive and respond to daily client inquiries and requests ensuring timely and complete resolution within defined service level agreements (SLAs).
• Effectively manage and escalate client issues through established internal protocols engaging the appropriate teams to drive resolution.
• Leverage strong knowledge of operational policies and processes to troubleshoot issues and provide accurate informed responses. A clear understanding of how clients interact with FCCincluding any specialized handling or unique business processesis essential to delivering tailored support.
• Collaborate closely with internal departments to ensure seamless service delivery and consistently provide exceptional customer service to both internal and external stakeholders aiming to exceed expectations and foster a positive client experience.
• Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada. Promote ease of doing business for front and middle offices through product and process education.
• Assess client situations and provide comprehensive solutions for items that are time sensitive. Consistently deepen client and industry expertise to proactively navigate emerging challenges and deliver tailored solutions in future scenarios.
• In situations requiring heightened urgency engage senior leadership to reinforce to the client that the matter is receiving FCCs full and appropriate attention. Assess scenarios and suggest recommendations for business process improvements.
• Apply sound judgment to assess the impact of situations on the client their end investors and FCC. Act as a strong client advocate by managing expectations maintaining clear and consistent communication keeping clients informed of outstanding issues and responding to inquiries promptly
• Keeps apprised of the continuously evolving FCC policies procedures as well as client specific processes.
• Understand FCC product offerings to the point where adhoc training can be provided. There may be other duties as assigned.

What Were Looking For:

• 3 year post-secondary diploma or equivalent work experience
• 3-5 years experience working in a client service or operations role within the financial services industry preferably in the brokerage industry
• Solid understanding of brokerage industry and discretionary investment management industry is a nice to have
• Knowledge of industry product services and systems are nice to have
• Completion of Canadian Securities Course would be considered an asset

The Expertise Your Bring:

• Proven success in establishing exceptional client service.
• Ability to build credibility and rapport with clients quickly
• Communicate to all audiences at different levels in a clear and compelling manner.
• In depth knowledge of operations offering processes and policies including account openings account transfers registered products investment products settlements & certificate handling. This includes understanding how FCC clients interact with FCC and the unique aspects of their business.
• 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 approach to problems.
• Ability to prioritize tasks based on clients needs and make decisions
• Proven ability to influence and active listening skills
• 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.
• Excellent verbal and written communication skills - ability to communicate professionally in written form and over the phone.
• Team player- ability to foster and maintain strong working relationships and work cooperatively with others.
• Strong sense of awareness as it relates to regulatory risk market hours and banking deadlines

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

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