Job Description- Current work authorization for Canada is required for all openings.
- You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
- The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.
How You'll Make an Impact The
Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged challenges related to the complexity of the business they do with Fidelity.
The
Client Experience Manager is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor's offices. The CEMs support their advisor's offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the "voice" of FIC's operational service.
Key Accountabilities / Responsibilities:
Relationship management
- Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.
- Take full ownership of inquiries and escalations to ensure resolution according to Fidelity's policies and procedures.
- Represent Fidelity in a professional manner, ensuring that we service clients with best practice business etiquette, including in-person attendance upon request for advisor sales events or other client-facing meetings
Operational Expertise
- Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.
Partner with internal clients to reinforce clients Effortless Experience
- Coordinate with Advisor Sales and other internal partners to positively strengthen client's loyalty
Promote and support Innovation and continuous improvement environment
- Champion innovation and continous improvement
- Promote and support new systems and services offerings.
- Become an expert in influencing and ability to inspire change and promote digital adoption
Develop a deep understanding of advisor business models
- Act as the expert on how each advisor's team run their operations.
- Organize service review discussions with clients and develop and execute action plans to address issues.
Confidently Lead Discussions and Provide Solutions to Business Problems
- Act as the expert on FIC operational policies and procedures with advisors' offices on how to process business.
- Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.
What We Are Looking For Experience:
- More than 3 years related work experience in the mutual fund or financial services industry (required)
- Minimum of 2 years' experience in in-bound call inquiries (required)
And/or
- Minimum of 1 year experience in transaction and/or adjustment processing (required)
- Experience with end-to-end customer relationship management is preferred
Education:
- Post-secondary degree or equivalent work experience
Designations, Licenses, or Accreditations
The Expertise You Bring: - Exceptional interpersonal skills, particularly on the telephone and sometimes in person, including conflict resolution, negotiation and problem-solving skills.
- Excellent relationship building capabilities - Extremely organized, with associated time management skills. Proven experience in building and managing relationships with customers.
- Excellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings...)
- Strong self-motivation and proactive personality
- Ability to work well under pressure
- Ability to work equally well independently and as part of a team
- Quick learner and ability to adapt to change
- Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT
- Familiar with call-center technology
We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.
Total Rewards That Reflect Your Impact We believe exceptional work deserves exceptional recognition. That's why we offer a
competitive compensation package designed to support your success today-and your financial well-being tomorrow.
For this role, your total rewards include:
- Base Salary and Discretionary Performance Bonus: A competitive annual range of $62,000 to $101,000, based on your experience and qualifications.
We're proud to offer a compensation package that aligns with
provincial pay transparency requirements.
This posting represents an
existing vacancy within our organization-an opportunity to step into a role where your talents will make a meaningful difference.
