Consultant bilingue, Service prestige | Client Experience Manager Bilingual

Fidelity Canada • Montreal, QC

4d • CA$73,000 - CA$107,000 • Hybrid

About The Position

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’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity.

As a Client Experience Manager, the primary focus of the role is being the primary relationship owner, portfolio manager, advisor engagement lead.

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.

Requirements

• 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)
• Minimum of 1 year experience in transaction and/or adjustment processing (required)
• Bilingualism in French and English is required for this role.
• A bilingual incumbent of this role is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. It is required that they demonstrate advanced communication skills in both languages.
• Current work authorization for Canada is required for all openings.

Nice To Haves

• Experience with end-to-end customer relationship management is preferred
• IFIC or CSC is preferred
• Post-secondary degree or equivalent work experience

Responsibilities

• 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.
• Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.
• Coordinate with Advisor Sales and other internal partners to positively strengthen client's loyalty
• 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.
• 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.

Benefits

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $73,000 to $107,000, based on your experience and qualifications.
• compensation package that aligns with provincial pay transparency requirements.

What This Job Offers

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