Chef d’équipe, Service Prestige / Team Manager Client Experience

Fidelity Canada • Mississauga, ON

27d • CA$82,000 - CA$111,000 • 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.

Requirements

• 5 years of related work experience in the mutual fund industry or financial services industry.
• 3-year post-secondary education program or equivalent work experience.
• Strong communication skills in English (written and verbal) (required).
• Strong communication skills in French (written and verbal) (required) (if in Montreal)
• Current work authorization for Canada is required for all openings.

Nice To Haves

• 1 year of coaching, training, managing and mentoring people are preferred.
• Completion of IFSE Canadian Investment Funds Course or Canadian Securities Course is preferred

Responsibilities

• Oversee operations of the team by ensuring adequate phone coverage, and e-mail inquiries and escalations are attended and resolved on a timely and professional manner.
• Build and maintain strong relationships with internal and external clients and develop solid understanding of their needs. Ensure the CEMs have service review discussions; develop and execute action plans to address issues; and deliver solutions to improve client satisfaction. Ensure CEMs use opportunities to offer training/education on the operational details of new service-related offerings in partnership with the Sales Teams. Assess inquiries and escalations according to Fidelity’s policies and procedures and communicate escalations to management and impacted parties.
• Partner with Sales Teams in the effort of influencing client loyalty and sales results. Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure that client expectations are surpassed.
• Hold oneself accountable to internal and external policies to mitigate risk to Fidelity and its customers.
• Assess progress of Client Experience Managers and provide training and constructive feedback to overcome issues and develop talent.
• Acts as the voice and advocate of the client in internal meetings, committees, and projects to ensure that our products and service level surpass client and industry expectation

Benefits

• Flexible working arrangements
• 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
• Education Level: Associate degree