Job Description Strategic Account Associate Please note: Current work authorization for Canada is required for all openings. This is a secondment/contract opportunity with a January 29, 2027 end date You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. Company Overview: 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. Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.- based firms. For more information about Fidelity Clearing Canada, please visit https://clearing.fidelity.ca/ The Opportunity: The role of the Strategic Account Associate "SAA" plays a vital part in ensuring FCC delivers the highest quality of customer service to our clients. The Strategic Account Associate works directly with FCC clients to resolve high priority escalations and to identify opportunities for process and product improvements based on their intimate knowledge of the client’s needs. The SAA works with collaboratively with Service Delivery, Client Support, operational and product managers and other FCC departments to identify and facilitate opportunities for improvements. The SAA will have a curious mind, not accept the status quo, and will work with internal partners to develop opportunities for improved service levels. The SAA will track and monitor success of their achievements in improving client experience. They will also track and monitor client requirements for product improvements as well as facilitate the creation of Statements of work for billable activities. This role requires a strong knowledge of FCC’s offering, clients’ business lines & structures, including the unique aspects of the client’s business/product suite and how they interact with FCC. What You Will Do: Work directly with FCC clients to resolve high priority escalations and to identify opportunities for process and product improvements based on their intimate knowledge of the client’s needs. Quarterback sensitive action items that require multiple departments or subject matter experts to coordinate and resolve issues or escalations Distribute client specific communications to key contacts (release notes, class actions, tax updates, etc.) Gathering agenda items for monthly Ops/Service and Product meetings Work collaboratively with Service Delivery, Client Support, operational and product managers and other FCC departments to identify and facilitate opportunities for improvements. Look for themes where recurring events can be identified, documented and result in a knowledge base article for consistent service improvement. Provide guidance to the service teams when required Work with Data Analytics on performance metrics to share with clients Have a curious mind, do not accept the status quo, and work with internal partners to develop opportunities for improved service levels. Champion client needs by asking the “why” to identify outdated or inefficient processing. Propose client feedback or internal feedback to eliminate issues. Track and monitor success of their achievements in improving client experience. Track and monitor client requirements for product improvements as well as facilitate the creation of statements of work (billable). Systematically follow up on Change/enhancement Request items submitted via Change Request Documents (CRD). Keep uOpen/uDirect/uniFide teams accountable on items related to regulatory requirements and billable work. Items associated with regulatory deficiencies should be treated with high priority. Handle ad-hoc billable items and submit to finance for billing Strong knowledge of FCC’s offering, clients’ business lines & structures, including the unique aspects of the client’s business/product suite and how they interact with FCC. Learn the uniFide platform and how it enables our client to achieve their goals. Learn nuances for designated client. Form relationships within FCC to foster a cooperative approach to service our client. What We’re Looking For: 3 years of experience in a client service or operations role within the financial services industry, preferably in the brokerage industry. Solid understanding of brokerage industry and discretionary investment management industry. University Degree - Business, Commerce, Finance (Science or Engineering also acceptable with the relevant experience in Financial Services industry) or equivalent work experience Canadian Securities Course is considered as an asset. Bilingualism (English/French) is considered as an asset. The Expertise You Bring: Organized self-starter, with a client service focus and ability to manage multiple complex tasks. A curious, creative, and highly motivated results producer. Able to deliver against business objectives and service standards. Ability to build credibility and rapport with clients quickly. Ability to analyze and synthesize information to identify and understand issues and solutions, strong attention to detail. Excellent verbal and written communication skills - ability to write effectively, both in person and over email. Complete comfort in communicating with clients on camera and over the phone Strong knowledge of FCC Operations. Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings. Ability to represent FCC with a superior level of courtesy and professionalism Internal applicants should submit their application by 6:59 pm EST on Friday April 11, 2025. Fidelity Canada is an equal opportunity employer Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground. Accommodation during the application process Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca. No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted. Why Work at Fidelity? We are proud to be recipients of the following: Awards • Canada's Top 100 Employers o Greater Toronto's Top Employers o Canada's Top Family-Friendly Employers o Canada's Top Employers for Young People • Great Place To Work® Certified o Best Workplaces for Inclusion o Best Workplaces for Mental Wellness o Best Workplaces for Today's Youth o Best Workplaces for Women o Best Workplaces in Financial Services & Insurance o Best Workplaces in Ontario o Best Workplaces with Most Trusted Executive Teams • LinkedIn Top Companies in Canada • Human Resource Director (HRD) - Best Place To Work o HRD - 5-Star Benefit Program o HRD - 5-Star Diversity & Inclusion Employer Designations • Canadian Compassionate Companies – Certified • Benefits Canada's Workplace Benefits Award - Future of Work Strategy • TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting • Canadian HR Reporter's Most Innovative HR Team About Us Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans. The Search Jobs section is your online source for job opportunities at Fidelity. Using our site is simple - just take a few moments to create an online profile for your ideal job. Your profile is then automatically matched to open positions and you are notified via e-mail each time a match is made. Or, if you prefer, you can search our list of jobs before registering with us. Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca Fidelity respects the privacy of your information. Click for a detailed data protection and privacy statement .
