Team Manager - Estates

Fidelity Canada • Toronto, ON

6d • CA$36 - CA$60 • Hybrid

About The Position

The Team Manager, Estates leads a specialized team responsible for the processing and administration of estate-related accounts and requests. This role oversees the day-to-day operations of the Estates team, ensuring timely and accurate handling of estate accounts, including account transitions, documentation review, asset distribution, and regulatory compliance. You will play a critical role in ensuring service excellence during sensitive client situations, balancing operational efficiency with empathy and care. Processing volumes across all queues and Service Level Objectives (SLOs) must be achieved while maintaining strict adherence to regulatory and risk requirements. This role will build deep expertise within estate processing while collaborating closely with other operational areas such as Transfers, Registered Products, and Client Services where estate-related work intersects.

Requirements

• Current work authorization for Canada is required
• University degree (Bachelor’s Degree) or equivalent work experience
• 3+ years in Financial Services
• 3–4 years of progressive experience in operations or customer service within the brokerage or financial services industry
• Strong customer service orientation with the ability to handle sensitive client situations with empathy and professionalism
• Excellent organizational skills with the ability to manage complex estate cases and competing priorities
• Strong written and verbal communication skills, particularly in explaining estate processes clearly
• Ability to build strong relationships with internal partners and external stakeholders
• Proven leadership skills with the ability to motivate and develop high-performing teams
• Strong coaching capability, especially in navigating complex or escalated cases
• Ability to quickly learn and apply knowledge of estate processes, systems, and regulatory requirements

Nice To Haves

• Experience working with estate accounts or estate-related workflows is strongly preferred
• 1+ years of experience coaching, training, mentoring, or leading people
• Completion of Canadian Securities Course (CSC)
• Knowledge of estate laws, probate processes, and tax implications related to estates
• French language skills

Responsibilities

• Oversee daily estate processing activities, including documentation review (e.g., wills, probate, letters of direction), account closures, and asset distributions
• Manage workloads across queues to ensure timely completion of estate cases in accordance with SLOs
• Review transactions completed by associates to ensure accuracy and identify trends, errors, or process gaps
• Provide subject matter expertise in estate processing, including regulatory and tax considerations impacting estate accounts
• Identify and implement process improvements to streamline estate case handling and enhance client experience
• Lead escalation handling and complex case resolution involving estate disputes, incomplete documentation, or sensitive client situations
• Ensure all estate processing adheres to regulatory requirements, including tax reporting, documentation standards, and audit expectations
• Oversee risk exposure related to estate disbursements, ensuring proper controls and approvals are followed
• Assist in developing and maintaining supervisory procedures specific to estate processing
• Support internal and external audits related to estate activities and ensure timely remediation of findings
• Identify financial, operational, or regulatory risks within estate workflows and escalate appropriately
• Lead, coach, and develop a team of estates operations associates
• Set clear performance expectations aligned with business goals and service standards
• Provide ongoing coaching, particularly in handling complex and sensitive client interactions
• Ensure team members are trained on estate-specific processes, regulatory requirements, and systems
• Foster a culture of accountability, empathy, and accuracy within the team
• Ensure employees understand Fidelity’s values, policies, and procedures
• Provide input into resource planning based on estate processing volumes and trends
• Act as a subject matter expert on estate-related initiatives, including process enhancements or system changes
• Participate in projects involving estate workflow improvements, client conversions, or regulatory updates
• Support implementation of new services or procedures impacting estate accounts
• Collaborate with internal teams (Transfers, Registered Products, Client Services, Risk, Legal) to resolve estate-related issues
• Work closely with advisors, broker partners, and clients to facilitate seamless estate processing
• Liaise with external parties such as executors, legal representatives, and third-party vendors
• Identify continuous improvement opportunities to enhance the estate client experience
• Build strong cross-functional partnerships to support efficient case resolution

Benefits

• Competitive Pay for Specialized Talent
• Flexible, hourly compensation model
• Hourly rate ranges from $36.00 to $60.00, based on experience and qualifications
• Market-aligned rates that recognize the specialized skills and agility required for this role
• Compensation package that aligns with provincial pay transparency requirements

What This Job Offers

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