Manager Service Enhancement

Fidelity Canada • Toronto, ON

39d • Hybrid

About The Position

You will be working on a predefined hybrid schedule as part of Fidelity’s dynamic working arrangement. 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. Current work authorization for Canada is required for all openings. 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. Manager Service Enhancement How You’ll Make an Impact: Position Overview The Manager, Service Enhancement is responsible for: Supporting and driving innovation throughout our service delivery to provide an effortless experience to our clients Responsible for oversight of the Client Services (CS) projects/initiatives portfolio and driving change management in the division Overseeing, coaching and performance management of Product Owners/Project Analysts to ensure they are executing on their Agile/Scrum teams mandates, following Agile best practices/methodologies and delivering what is needed to support our internal CS teams, internal partners and external clients Partnering with business sponsors to provide support and oversight of CS used platforms and applications Developing strong relationships between Client Services, Information Systems and other business partners across Fidelity

Requirements

• 5-7 years of relevant financial services industry experience, preferably in the mutual fund industry.
• 1-3 years’ experience in agile/scrum or project management roles.
• Experience leading/managing a team.
• University degree (bachelor’s degree) or equivalent work experience.
• Strong communication skills in English (Verbal & written).
• Strong project management skills with an emphasis on bringing together multiple stakeholders and driving towards a common goal under specified timelines.
• Proven ability to build and cultivate strong relationships with internal and external stakeholders up, down, and across the organization.
• Exceptional communicator who can leverage data to identify themes, build a narrative and secure buy-in from senior management.
• Proven leadership experience with a focus on developing and leveraging the capabilities of a high-performing team.

Nice To Haves

• Product Owner Certification or any other Agile/Scrum courses or certifications would be considered as an asset.

Responsibilities

• Drive Innovation within Service Delivery
• Create and manage product road maps in coordination with business leaders, product owners and scrum teams
• Work closely with senior CS leaders to support the service delivery vision/road map for the division
• Engage and collaborate with Fidelity teams to successfully implement key projects/initiatives that will drive innovation, digitalization and automation
• Support projects that improve quality, reduce risk and lead to an enhanced experience for our clients and employees
• Project Management
• Responsible for managing the overall CS projects/initiatives portfolio
• Collaborate with CS leaders and business leads to ensure projects are executed successfully from a cost, time and delivery perspective
• Working with CS leaders and internal partners, ensure change management plans are developed and executed effectively to support impacted teams and employees
• Will be expected to deliver to presentations to various Senior Leaders in the organization
• Coaching & Performance Management
• Leads CS Product Owners and Project Analysts, fostering a strong, dynamic and engaging team environment
• Conduct regular coaching sessions with team members, provide consistent/constructive feedback, actively manage the team’s performance and drive employee engagement
• Engage employees in development conversations and provide support towards their development goals, with a focus on continuous learning and upskilling.
• Advocates, coaches and ensures team is following Agile/Scrum best practices/methodologies
• Conducts annual goal setting and performs the annual year-end performance review cycle
• Work with HR Business Partners to develop talent management strategies to attract, grow and retain talent.
• Drive employee engagement by supporting and promoting people programs and enabling Fidelity’s culture.
• Support Client Services Platforms & Applications
• Collaborate with the CS Product Owners/Project Analysts to support Client Services Platforms and Applications.
• Oversee the development of enhancement road maps for platforms/applications that align to the overall service delivery vision/road map.
• Work closely with the Product Owners to develop these road maps.
• Ensure scrum teams are performing the needed upgrades and checks so all platforms/applications are running optimally.

Benefits

• Flexible working arrangements - 100% remote, hybrid, and in office options
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy
• Parental leave top-up to 100% of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy, including 2 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 monetary rewards for completing a required designation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager