Advisor Experience Manager

Fidelity Canada • Toronto, ON

9d • CA$99,000 - CA$123,000 • Hybrid

About The Position

The Advisor Experience Manager serves as the primary operational and escalation partner to Fidelity Wealth Advisors, helping navigate day-to-day business needs, resolve client issues, and coordinate support across internal stakeholders. Acting as a trusted extension of Wealth Leadership, this role provides high-touch advisor support, drives resolution on time-sensitive matters, and helps ensure advisors can operate efficiently and confidently within the Fidelity Wealth ecosystem. This individual combines strong operational judgment, relationship management, and cross-functional coordination skills to deliver a seamless advisor experience while escalating emerging risks, trends, and opportunities to leadership.

Requirements

• Completion of a University degree or equivalent work experience
• 3+ years of relevant experience
• Canadian wealth management, advisor support, compliance, operations, practice management, or leadership support roles.
• Strong understanding of Canadian wealth management operations, advisor supervision frameworks, and regulatory environments.
• Experience managing escalations, navigating complex advisor situations, and coordinating cross-functional stakeholders.
• Demonstrated ability to operate with sound judgment in fast-paced, high-stakes environments.
• Strong understanding of advisor business models and operational realities.
• Experience interacting with compliance, and operational teams within a dealer or wealth management environment.

Nice To Haves

• Relationship management and stakeholder navigation.
• Operational judgment and decision-making.
• Executive presence and communication skills.
• Problem-solving and escalation management.
• Ability to influence across functions.
• Strong prioritization and organizational skills.
• Resilience and adaptability under pressure.

Responsibilities

• Serve as a primary point of contact for advisor questions, escalations, and operational support needs.
• Partner with advisors to navigate complex or time-sensitive business situations.
• Provide clarity and guidance on operational processes, approvals, and internal workflows.
• Support advisors in resolving issues impacting client experience or business operations.
• Liaise with Compliance, Operations and other internal teams to drive timely issue resolution.
• Coordinate responses and decisions across stakeholders to ensure consistent advisor communication.
• Escalate emerging risks, trends, and unresolved issues to Wealth Leadership as appropriate.
• Help advisors navigate ambiguity and identify the appropriate path forward within firm guidelines.
• Act as a trusted operational partner and extension of Wealth Leadership.
• Support the prioritization and management of day-to-day advisor needs and operational challenges.
• Identify recurring themes and opportunities to improve advisor experience and operational efficiency.
• Provide insights and recommendations to leadership on process friction and advisor sentiment.
• Build strong relationships with advisors through responsiveness, sound judgment, and credibility.
• Deliver a high-touch support experience that increases advisor confidence and trust.
• Balance urgency, risk awareness, and business impact in decision-making and escalation management.

Benefits

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $99,000-$123,000, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree