Team Manager Service Delivery

Fidelity Canada • Toronto, ON

36d • CA$90,000 - CA$115,000 • Hybrid

About The Position

The Team Manager, Service Delivery plays a vital role in ensuring FCC delivers the highest quality of customer service to our clients. The Team Manager is responsible for overseeing the day to day activities of the Service Delivery team. The Team Manager is also accountable to the Service Delivery Managers and Service Delivery Representatives for coaching, mentoring, training, development and as well as contributing to building a strong team. In addition, the Team Manager is responsible to identify and implement process improvements to create an optimal positive experience for both the employees and our clients. The Team Manager will monitor intra-day activities, case volumes and respond accordingly to changing conditions, redirecting resources within the team to meet or exceed SLO’s. This role requires a solid understanding of FCC’s offering, clients’ business lines & structures, including the unique aspects of their business/product suite and how they interact with FCC.

Requirements

• 3 year post-secondary education or equivalent work experience
• Bilingual Proficiency in French and English (Written / Oral) is a strong asset
• 3-4 years progressive experience in operations or customer service within the brokerage or financial services industry
• 1-2 years of experience in coaching and a people management type of role is an asset
• Enrolment or completion of the Canadian Securities Course (CSC) is an asset
• Excellent verbal and written communication skills - ability to write effectively, both in person and over the phone/email
• A creative and highly motivated results producer. Able to deliver against business objectives and service standards.
• Excellent analytical and problem resolution skills
• Proven experience in building and managing relationships with customers and team members.
• Strong negotiation and partnership skills, with the ability to navigate difficult situations
• Able to adapt to change and successfully deliver on goals
• Has confidence and self-motivation to be proactive
• Strong computer skills including proficiency in Excel
• Ability to learn and instruct on systems and products quickly and gain an understanding of FCC’s product offerings.
• Flexibility in working with multiple clients and a professional, friendly, and calm demeanor.
• Proven experience in building and managing relationships with customers and team members
• Contributes to a pleasant, cooperative and collaborative work environment that includes teamwork, professionalism and genuine respect approach to support the success of the team and co-workers
• Effective coaching and management skills including ability to motivate people

Responsibilities

• Managing the service delivery model by diagnosing problem situations and resolving issues.
• Ensuring that items are being addressed in a timely manner and that the team is providing clear and concise resolutions to clients.
• Fostering an environment that promotes feedback while managing day to day operation of the team.
• Ensuring all direct reports have a documented development plan and progress updates according to their action plans.
• Acting as a change agent and drive the client experience and also as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are surpassed.
• Identifying existing and potential client issues; recommend and implement initiatives and projects.
• Assisting in the development and execution of tactical action plans to meet the needs of clients.
• Collaborates with management across divisions to resolve problems or enhance processes.
• Providing strong oversight of work completed by the team by ensuring that adjustments are processed in compliance with FCC’s policies & procedures, and any regulatory guidelines.
• Assisting with escalations and case resolution as required

Benefits

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $90,000 to $115,000 based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree