Technical Director IS Business Enablement, Client Experience

Fidelity Canada • Toronto, ON

3d • Hybrid

About The Position

The Technical Director will be responsible for managing all aspects of technical delivery and relationship management across the Client Experience business. This team plays a critical role in bringing together sales, service, relationship management, and marketing to deliver a seamless, consistent, and differentiated experience across every client touchpoint. Acting as the primary technology lead for the portfolio, the Technical Director will serve as the Information Services (IS) technical subject matter expert and owner, as well as the single point of contact between IS and business leadership. The role is accountable for aligning technology strategy and delivery with business objectives, providing trusted technical guidance, and fostering strong partnerships across both business and technology teams. They will also collaborate closely with other Technical Directors and technology leaders to ensure the seamless delivery of technology solutions and services that extend beyond their direct span of control, enabling an integrated and consistent experience across the organization. The successful candidate will have a passion for technology and be able to articulate and execute on leading edge technology solutions in servicing Fidelity Investments Canada’s business units. They are an enterprise thinker with ability to lead effectively at strategic and tactical levels. Excellent understanding of the industry and will maintain strong relationships with industry partners and technology vendors, advocating for on-going improvement to the efficiency of FIC technology services, and ability to further enhance our business operations and services provided to our clients. They will participate in IS division strategic planning and implementation of new technologies and modern solutions, working closely with Information Systems Directors & Managers and Business Partners to align technology services with business goals. Work collaboratively with other departments within IS e.g. Information Security, Architecture, Infrastructure, Project Governance, Business Analysts, Quality Engineering, etc., to define and deliver optimal solutions to the supporting business will also be a key aspect of this role. Educated internal stakeholders on evolving technologies, measured by presentations done as new technologies arise and implementation of approved innovations. Ensure availability of applications, incident tickets’ resolution, development quality controls, and all other KPIs as defined in Director’s scorecard are met, and development and support processes follow the highest standards, leveraging the latest technology tools adopted in Fidelity. Work closely with the Vice President of Artificial Intelligence and their assigned business units in proactively identifying, shaping and enabling opportunities to apply responsible AI capabilities, while ensuring that AI use cases align with company standards, ethical principles, regulatory expectations and risk tolerance. Provide consultative leadership by developing a thorough understanding of the divisions within their assigned portfolio, influencing outcomes, aligning stakeholders, and enabling effective collaboration across the business and IS teams.

Requirements

• Completed University Degree or equivalent work experience
• 7+ years of technical architecture and delivery experience
• Minimum 5 years of IT or Operations management experience in the Financial Industry
• Experience in Financial Services/Mutual Fund/Asset Management Industry; working with relevant and progressive technology stacks.
• Demonstrated experience supporting and partnering with business leaders across complex financial services portfolios, including areas such as sales, service, relationship management, and marketing, with the ability to translate business objectives into technology strategies and solutions.
• Proven track record of enhancing, innovating and delivering technology solutions
• Excellent verbal, written and presentation skills.
• Strong management, interpersonal and diplomatic skills required to communicate with senior management across the organization.
• Excellent Financial industry knowledge, especially for Transfer Agency services.
• Proven knowledge of the development methodology with practical experience in the development life cycle.
• Demonstrated team leadership skills.
• Strategic planning skills and the ability to influence others.
• Strong influencing and conflict resolution skills.

Responsibilities

• Managing all aspects of technical delivery and relationship management across the Client Experience business.
• Acting as the primary technology lead for the portfolio, serving as the Information Services (IS) technical subject matter expert and owner.
• Serving as the single point of contact between IS and business leadership.
• Aligning technology strategy and delivery with business objectives.
• Providing trusted technical guidance.
• Fostering strong partnerships across both business and technology teams.
• Collaborating closely with other Technical Directors and technology leaders to ensure seamless delivery of technology solutions and services.
• Articulating and executing on leading edge technology solutions in servicing Fidelity Investments Canada’s business units.
• Maintaining strong relationships with industry partners and technology vendors.
• Advocating for on-going improvement to the efficiency of FIC technology services.
• Enhancing business operations and services provided to clients.
• Participating in IS division strategic planning and implementation of new technologies and modern solutions.
• Working closely with Information Systems Directors & Managers and Business Partners to align technology services with business goals.
• Working collaboratively with other departments within IS (e.g., Information Security, Architecture, Infrastructure, Project Governance, Business Analysts, Quality Engineering) to define and deliver optimal solutions.
• Educating internal stakeholders on evolving technologies.
• Ensuring availability of applications, incident tickets’ resolution, development quality controls, and all other KPIs as defined in Director’s scorecard are met.
• Ensuring development and support processes follow the highest standards, leveraging the latest technology tools adopted in Fidelity.
• Working closely with the Vice President of Artificial Intelligence and their assigned business units in proactively identifying, shaping and enabling opportunities to apply responsible AI capabilities.
• Ensuring AI use cases align with company standards, ethical principles, regulatory expectations and risk tolerance.
• Providing consultative leadership by developing a thorough understanding of the divisions within their assigned portfolio.
• Influencing outcomes, aligning stakeholders, and enabling effective collaboration across the business and IS teams.

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: Director
• Education Level: Associate degree