Job Description Posting - Strategic Account Associate About Us: 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/. Role Overview: 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, lead client related projects, 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: Oversee the management of smaller firms client relationships. Act as a primary point of contact for clients when it comes to complex problems, escalations, or need for exception handling. Ensure timely, accurate and efficient resolution of client issues. Act as a strong change agent and drive the client service experience. Act as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are achieved. Identify existing and potential client issues, recommend, and implement initiatives and /projects and work with the Sr. SAM as required. Provide valuable input to senior levels to improve client experience and enhance CES/NPS. Recognize training opportunities for the client, identify learning needs and knowledge gaps to share with the strategic account manager and internal partners. Identify opportunities for improvement that enhance product/process for all clients. Report on improvements delivered and value (time or cost savings, client experience improvement). Provide oversight of client custom work orders and leverage data to delivery insights to management to support strategy development. Ensure clients receive the appropriate levels of service. Works closely with all FCC departments to review and discuss client needs, understanding the issues and challenges from both the internal department and client perspective. The Expertise You Bring: 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. What We Are Looking For: Organized self-starter, with a customer 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. Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to prioritize tasks based on clients’ needs and make decisions. Strong negotiation and partnership skills, with the ability to navigate difficult situations. Excellent verbal and written communication skills - ability to write effectively, both in person and over the phone/email. Strong knowledge of FCC Operations. Excellent computer skills including proficiency in Office - Excel and Salesforce reporting. Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings. Flexibility in working with multiple clients; professional, friendly, calm demeanor. Ability to represent FCC with a superior level of courtesy and professionalism. Current work authorization for Canada is required for all openings. Some of the ways we’ll help you feel valued and supported as part of our team: 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 $5000 annually for mental health services and therapy We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years. 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 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 .
