Job Description

• You will be working on a flexible hybrid schedule as part of Fidelity's dynamic working arrangement.
• Current work authorization for Canada is required for all openings.
• This role is based out of Calgary, Alberta
• The role requires working rotating shifts - Monday through Friday between 8 am and 8 pm EST for our Processing team.

How You'll Make an Impact

Position Overview

The Team Manager, Processing is responsible for ensuring quality, cost effective and timely processing of retail mutual fund account transactions. The Team Manager is accountable to engage and facilitate coaching, mentoring, training, development, resourcing, and the resolution of work 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.

The group is also responsible for quality control and the resolution of not-in-good-order items. 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.

Key Accountabilities

Your primary purpose will be to ensure quality, cost effective and timely processing of mutual fund account transactions. In addition, you will identify and implement process improvements which ultimately create a better experience for both the employees and our clients.

• Manage the day-to-day activities of the team of up to 15 Processing representatives.
• Responsible to ensure the group handles all NIGOs in a timely manner.
• Coaching, Development & Performance Management.
• Foster an environment that promotes feedback while managing day to day operation of the team within the Transfer Agent Processing Department.
• Oversee the day-to-day operations of the team to ensure the management and completion of incoming transactions in a timely manner as per the agreed Service Levels.
• Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities.
• Responsible for reviewing and analyzing workflow which includes process improvements; recommends/implements a course of action ensuring appropriate training for associates.
• Assists in or develops supervisory procedures that are designed to strengthen regulatory and risk controls for assigned area.
• Oversees the risk and exposure of the day-to-day work.
• Participates in all internal and external audit engagements; assists with remediation of all findings that impact scope of assigned work.
• Accountable for identifying issues and risks (financial & regulatory); resolves or escalates.
• 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.
• Be a role model for our employees for delivering stellar quality customer service interactions to our internal and external customers to exceed their expectations and create a positive experience.
• Deliver seamless customer service through teamwork and collaboration. Continually searches for ways to improve customer service, including the removal of barriers and providing solutions.
• Collaborates with the senior management across the Client Services and IS divisions to resolve problems or enhance processes.
• Works with key business partners/and correspondents on projects and initiatives.

What We Are Looking For

Experience:

• 3 - 4 years progressive experience in operations or customer service within mutual funds or financial services industry, preferably in mutual funds.
• 1 - 2 years' experience in coaching, managing people, training and/or developing employees.
• Knowledge of TAP policies and procedures or at a minimum back-office experience.

Education:

• College degree (3-year program) or equivalent work experience
• Strong communication skills in English (written & verbal).
• Strong communication skills in French (written & verbal) would be considered as an asset.

Designations:

• Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) are assets

The Expertise You Bring

• Knowledge of mutual fund industry practices and standards
• Excellent knowledge of Fidelity's programs and product offerings
• Strong organizational and product awareness
• Communicates effectively, both verbal and written
• Strong interpersonal skills
• Ability to ensure exceptional customer service in dealings with internal and external clients
• Ability to translate business requirements into operational policies, procedures, and processes
• Proven experience in building and managing relationships with customers and team members Consults with business partners and team members in developing solutions
• Looks for opportunities to partner and build networks across businesses
• Able to prioritize requirements and manage workload across team members
• Able to achieve results while working on conflicting priorities and timelines
• Able to address client escalations
• 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
• Works equally well independently and as part of a team
• Contributes to divisional and departmental initiatives by participating in and contributing to the success of assigned projects
• Identifies areas for improvements within the department and division
• Has confidence, drive and self-motivation to act proactively without waiting for direction
• Strong coaching skills
• Effective management skills including ability to motivate people

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: Total annual cash compensation (base salary plus target bonus) ranges from $88,000 to $105,000, based on your experience and qualifications.
• RRSP Contribution After 6 months of employment, we invest in your future with an RRSP contribution-no employee matching required.

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.