Job Description You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. Current work authorization for Canada is required for all openings. Who We Are 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. Team Manager Processing This is a secondment/contract ending on May 1, 2026. The role requires working rotating shifts - Monday through Friday between 8 am and 8 pm EST for our Processing team. How You’ll Make an Impact Position Overview The Team Manager, Processing is responsible for ensuring quality, cost effective and timely processing of retail mutual fund account transactions. The Team Manager is accountable to engage and facilitate coaching, mentoring, training, development, resourcing, and the resolution of work escalations. 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 group is also responsible for quality control and the resolution of not-in-good-order items. Our goal is to service and support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management. Key Accountabilities Your primary purpose will be to ensure quality, cost effective and timely processing of mutual fund account transactions. In addition, you will identify and implement process improvements which ultimately create a better experience for both the employees and our clients. Manage the day-to-day activities of the team of up to 15 Processing representatives. Responsible to ensure the group handles all NIGOs in a timely manner. Coaching, Development & Performance Management. Foster an environment that promotes feedback while managing day to day operation of the team within the Transfer Agent Processing Department. Oversee the day-to-day operations of the team to ensure the management and completion of incoming transactions in a timely manner as per the agreed Service Levels. Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities. Responsible for reviewing and analyzing workflow which includes process improvements; recommends/implements a course of action ensuring appropriate training for associates. Assists in or develops supervisory procedures that are designed to strengthen regulatory and risk controls for assigned area. Oversees the risk and exposure of the day-to-day work. Participates in all internal and external audit engagements; assists with remediation of all findings that impact scope of assigned work. Accountable for identifying issues and risks (financial & regulatory); resolves or escalates. Provides input into business planning and resource planning for their functional unit. Initiates and plays a project lead role in corporate and divisional projects and initiatives. Be a role model for our employees for delivering stellar quality customer service interactions to our internal and external customers to exceed their expectations and create a positive experience. Deliver seamless customer service through teamwork and collaboration. Continually searches for ways to improve customer service, including the removal of barriers and providing solutions. Collaborates with the senior management across the Client Services and IS divisions to resolve problems or enhance processes. Works with key business partners/and correspondents on projects and initiatives. What We Are Looking For Experience: 3 – 4 years progressive experience in operations or customer service within mutual funds or financial services industry, preferably in mutual funds. 1 - 2 years’ experience in coaching, managing people, training and/or developing employees. Knowledge of TAP policies and procedures or at a minimum back-office experience. Education: College degree (3-year program) or equivalent work experience Strong communication skills in English (written & verbal). Strong communication skills in French (written & verbal) would be considered as an asset. Designations: Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) are assets The Expertise You Bring Knowledge of mutual fund industry practices and standards Excellent knowledge of Fidelity’s programs and product offerings Strong organizational and product awareness Communicates effectively, both verbal and written Strong interpersonal skills Ability to ensure exceptional customer service in dealings with internal and external clients Ability to translate business requirements into operational policies, procedures, and processes Proven experience in building and managing relationships with customers and team members Consults with business partners and team members in developing solutions Looks for opportunities to partner and build networks across businesses Able to prioritize requirements and manage workload across team members Able to achieve results while working on conflicting priorities and timelines Able to address client escalations 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 Works equally well independently and as part of a team Contributes to divisional and departmental initiatives by participating in and contributing to the success of assigned projects Identifies areas for improvements within the department and division Has confidence, drive and self-motivation to act proactively without waiting for direction Strong coaching skills Effective management skills including ability to motivate people 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 .
