Operations Quality Control Specialist - Estates

Fidelity Canada•Toronto, ON

10d•CA$60,000 - CA$70,000•Hybrid

About The Position

At Fidelity Clearing Canada (FCC), we are committed to delivering exceptional service and operational excellence to our clients and business partners. The Estates team plays a critical role in supporting the administration and processing of estate-related requests, ensuring transactions are completed accurately, efficiently, and in compliance with regulatory and internal requirements. As an Operations Quality Control Specialist – Estates, you will be responsible for administering Quality Control (QC) activities related to estate processing within FCC Operations. This role will focus on monitoring, evaluating, and analyzing estate-related transactions to ensure accuracy, regulatory compliance, and a superior client experience. The successful candidate will work closely with the Estates management team to identify trends, mitigate operational risk, and support continuous improvement initiatives through reporting, quality assessments, training recommendations, and process enhancements.

Requirements

Post Secondary Education, or equivalent work experience.
Minimum 3 years of operations and/or client service experience within the financial services industry.
Strong understanding of operational controls, quality assurance principles, and service level objectives.
Experience reviewing documentation and identifying deficiencies in complex client requests.
Advanced proficiency in Microsoft Excel, including data analysis, reporting, trend identification, pivot tables, and data visualization.
Experience preparing and delivering presentations to management and business stakeholders, including communicating quality trends, insights, and recommendations.

Nice To Haves

Experience with estate processing, account administration, transfers, or related operational functions is preferred.
Hands-on experience using Dataphile is an asset.
Canadian Securities Course (CSC) or IFIC certification is considered an asset.

Responsibilities

Monitor and evaluate estate processing activities to ensure a high standard of accuracy, efficiency, and service delivery.
Conduct quality reviews of estate-related transactions and documentation to confirm compliance with internal procedures and regulatory requirements.
Review "Not in Good Order" (NIGO) estate requests to ensure deficiencies are accurately identified and communicated.
Analyze estate processing trends, errors, and quality metrics to identify opportunities for process improvements and risk mitigation.
Develop and maintain quality reporting, dashboards, and scorecards to track performance, quality outcomes, and action plans.
Provide monthly trend analysis and recommendations to management on strategies to improve processing quality and operational effectiveness.
Partner with management and Learning & Development teams to identify knowledge gaps and recommend targeted training initiatives.
Support root cause analysis for processing errors and implement preventative measures to improve quality outcomes.
Identify opportunities to simplify, standardize, and enhance estate processes while maintaining strong controls and compliance standards.
Act as a subject matter resource on estate processing procedures, quality standards, and best practices.