Director Product Operations and Enablement

Fidelity Canada•Toronto, ON

2d•Hybrid

About The Position

The Director, Product Operations and Enablement will lead the Products Operations and Training business plan, strategy and initiatives. The Director will manage the Product Operations and training teams, lead the launch of new products, features, and services, while reducing friction and managing change within the client group. Additionally, the Director will be responsible for developing and implementing training programs, managing the knowledge base content and delivery strategy, ensuring effective access and consumption of knowledge within the client group. The Director will ensure client engagement throughout the product life cycle and alignment with client expectations. This role reports to the VP, Product Solutions.

Requirements

Minimum 5-7+ years of related experience in financial services
Experience operating user workshops and client focus groups
Client experience/service
Managing product, process, service roll outs
Experience in managing people
Building training materials
Agile development
Experience defining analytics to measure product adoption and brokerage experience
Excellent organizational skills
Ability to work collaboratively with multiple business units
Confident, strong relationship builder
Strong Customer Experience – understanding customer needs and addressing these needs in the solution design
Ability to create and deliver training
Exceptional, people management/leadership and coaching skills
Knowledge and understanding of clearing firm regulatory obligations, Canadian brokerage industry and brokerage operations, including the impact of technology on this market.
A strong ability to communicate (written and verbal).
A strong sense of accountability and taking initiative to drive projects to completion.
Ability to collaborate and influence across all levels of the organization.
Effective presentation skills.
Strong influencing skills.
Gains acceptance of ideas and suggestions from business partners.

Responsibilities

Lead the development of the product operations departmental business plan and strategy, ensuring alignment with overall business objectives.
Collaborate with FCC and other Fidelity colleagues to successfully integrate product operations initiatives across FCC and Fidelity Canada where applicable.
Manage risk by identifying, notifying, and escalating errors or concerns, and suggesting improvements to processes and controls
Implementation and adoption of new products, features and services
Continue to evolve the product/feature roll out approach to adapt to changing business needs and client expectations
Key liaison with Technology, Strategic Account Management, Client Support and Sales leaders and across FCC where necessary with regards to new product/features and service offering
Creates strategies to achieve client adoption in collaboration with Product Managers, Marketing, Strategic Account Management, Client Support and Sales teams
Create training strategy for new product/feature and oversee execution and ensure initiatives align to overall corporate goals
Develop and Implement training programs aligned to client pain points and corporate objectives
Define and manage knowledge base content and delivery strategy, ensuring effective access and consumption of knowledge within the client group
Client engagement throughout the product life cycle in alignment with client expectations and corporate priorities.
Leads and develops UX research function
Represent the Product department in high-value prospect meetings and provide expertise on digital offering, onboarding, set up and other related topics.
Engage employees in establishing clear and measurable goals that achieve business results
Provide coaching and give feedback to employees to meet business objectives and enhance individual performance.
Develop and mentor team members and ensure team receives the training on the skills and knowledge to proficiently perform the role.