Job detail for Team Manager, Client Experience

Job Description

The incumbent of this role is required to manage a team of bilingual client-facing professionals who interact directly with our clients and colleagues.

It is required that we service our clients in the official language of their choice (French or English). (If in Montreal)

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 applicants.

Bilingualism is required only for candidates in Montreal, but is not necessary for candidates in Toronto or Calgary.

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 (if in Toronto).

At Fidelity, we’ve 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 we are constantly seeking new and better ways to serve our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business.

Working with us means being part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You will have a wide range of opportunities to grow and develop your career in an inclusive environment where you are valued and supported, a place that encourages you to be your best, both personally and professionally.

Team Manager, Client Experience

How You’ll Make an Impact

As a Team Manager, Client Experience, you will be responsible for ensuring the delivery of outstanding operational service to FIC’s critical clients. Furthermore, you will be accountable for protecting Fidelity’s reputation by ensuring compliance with internal and industry standards, while guaranteeing the quality of services provided to clients.

Key :

• Manage the team’s daily operations;

• Supervise the team’s regular activities by ensuring adequate phone coverage and ensuring that email inquiries and escalations are handled in a timely and professional manner;

• Build and maintain strong relationships with internal and external clients while developing an excellent understanding of their needs. Ensure service review feedback is provided through discussions with Client Experience Managers, develop and implement action plans to resolve issues, and propose solutions to improve client satisfaction levels. Ensure Client Experience Managers seize opportunities to provide training on the operational aspects of new service offerings, in collaboration with the Sales teams. Assess inquiries and escalations in accordance with Fidelity’s policies and procedures, and inform management and relevant parties;

• Collaborate with Sales teams to influence client loyalty and sales results. Act as an internal liaison and advocate for clients in interactions with key FIC support groups to ensure expectations are surpassed;

• Comply with internal and external policies to reduce risk for Fidelity and its clients;

• Assess the progress of Client Experience Managers and provide training as well as constructive feedback to overcome issues.

• Act as a spokesperson and advocate for the client during internal meetings, committees, and projects to ensure that our products and service levels exceed client expectations as well as industry standards.

Required Qualifications

Experience

• Five years of relevant experience in the mutual fund or financial services industry.

• One year of experience in coaching, training, management, or mentoring is an asset.

Education

• Three-year post-secondary education program or equivalent work experience.

• Strong oral and written communication skills in English (required).

• Strong oral and written communication skills in French (required). (If in Montreal)

Professional Designations, Licenses, and Accreditations

• Completion of the IFSE Canadian Investment Funds Course or the Canadian Securities Course (CSC) is desirable.

Your Expertise

• Excellent knowledge of mutual fund industry practices and standards

• Excellent knowledge of Fidelity’s programs and products

• In-depth understanding of the organization and products

• Strong communication and interpersonal skills

• Proven experience in building and managing relationships with clients and team members

• Ability to prioritize requirements and manage team members' workloads

• Excellent educator, effective management skills, and ability to motivate people.

Here are some of the ways we will help you feel valued and supported within our team:

• Flexible working arrangements

• Competitive total compensation, including company contributions to your group RRSP with no matching requirement from you

• Comprehensive health benefits starting on your first day, including up to $6,000 per year for mental health services and therapy, with premiums fully paid by the employer

• Parental leave at 100% of your salary for a period of 25 weeks

• Up to $650 for your home office equipment

• Generous time-off policy, including two 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 11,000 training and development courses, tuition reimbursement, and rewards for obtaining required professional designations

We are committed to promoting a culture centered on compassion and individuality, and we are proud to have been named one of Canada’s Top 100 Employers for the last five years.

Total Rewards That Reflect Your Impact

We believe exceptional work should be rewarded. That is why we offer a competitive compensation program designed to support your success in the present and your financial well-being in the future.

For this role, your total rewards include the following:

• Base Salary and discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $82,000 to $111,000, depending on your experience and qualifications.

• RRSP Contributions: After six months of employment, we invest in your future by contributing to a Registered Retirement Savings Plan (RRSP), with no requirement for you to contribute.

We are proud to offer a compensation package that complies with provincial pay transparency requirements.

This position is currently vacant. It is an opportunity where your talent will be put to use.

We use the AI-powered LinkedIn Hiring Assistant to support certain stages of our recruitment process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Assistant, please keep in mind that its responses are not official and must be confirmed by Fidelity for accuracy and completeness. If you are selected for an interview, the recruiter who contacts you will be best placed to answer your questions.

Why Choose Fidelity?

Awards

• Canada's Top 100 Employers
• Greater Toronto's Top Employers
• Canada's Top Family-Friendly Employers
• Canada's Top Employers for Young People
• Great Place To Work® Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today's Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Best Places to Work – Human Resources Director (HRD)
• 5-Star Benefit Program – HRD
• 5-Star Diversity & Inclusion Employer – HRD

Designations

• Designated Canadian Compassionate Company
• Benefits Canada Workplace Benefits Award – Future of Work Strategy
• TalentEgg National Recruitment Excellence Award – Special Award for Diversity & Inclusion in Recruiting
• Named one of the most innovative HR teams by Canadian HR Reporter

Fidelity Canada subscribes to the principle of employment equity

Fidelity Canada is committed to fostering a diverse and inclusive workplace. All qualified applications will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, veteran status, Aboriginal or Native American status, or any other status protected by law.

Accommodations during the job application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates participating in the selection process. If you require an accommodation, please email us at @fidelity.ca.

By applying for this position, you consent to receiving an automated acknowledgment of receipt.

We do not respond to inquiries by phone and do not accept applications through agencies. We thank all candidates for their interest. Please note that only those selected for an interview will be contacted.