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. 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 Advisor Service Centre Bilingual Please note that you must be available to work rotating shifts from Monday through Friday, between 8:00 am and 8:00 pm. Business Overview: The Advisor Service Centre is an inbound call center and part of the larger Fidelity Investments Canada’s Client Services division. The Advisor Service Centre provides premier customer service interaction support to investment advisors whereas the Transfer Agent Processing department is responsible for the mutual fund retail administration and execution of all financial and non-financial transactions within different account types and across several different product offerings. 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. How You’ll Make an Impact: Position Overview The Team Manager, ASC Bilingual is responsible for managing the day-to-day activities of the Advisor Service Centre (ASC) team with an approximate of 10 to 15 direct reports. The Team Manager is accountable to the Advisor Service Centre Representative and/or Business Development representatives for coaching, mentoring, training, development and as well as contributing to building a strong team. They will use their strong operational knowledge to coordinate the delivery of services and to quickly and effectively address all client 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. Key Accountabilities Coaching, Development & Performance Management: Foster an environment that promotes feedback while managing day to day operation of the team within the ASC Department. Engage employees in establishing clear and measurable goals that are documented to achieve business results. Daily on the spot coaching to provide feedback to team members to meet business objectives, prevent performance concerns and enhance individual performance Ensure direct reports have the tools to succeed and improve performance Mentor staff and develop talent for current and future organizational needs Ensure all direct reports have a documented development plan and progress update according to their action plans. Manages employees and team to achieve departmental standards in productivity, quality, and discretionary measures. Ensure all emails, voicemails, escalations are resolved by end of day. Model and hold employees accountable for portraying the corporate values and CS Corporate goals. Reward and recognize team members’ outstanding performance and contribution in an effort to develop and nurture talents for organizational progress. Team Members to be trained on specific tasks including outbound calls and Correspondence to handle Email, chat inquiry and NIGO situations. Operations Management: Oversee the day-to-day operations of the team to ensure we adhere to Service level Agreements on the phone, chat, email inquiries and work items. Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities Ensures job accountabilities (standards, expectations) are clearly communicated and understood by direct reports. Manages employees and team to achieve departmental standards in productivity, quality, and discretionary measures. Ensure all emails, voicemails, escalations are resolved by end of day Work with Service Quality Analysts to understand trends and provide constructive feedback to the team. Manages excessive lateness, absenteeism, or other problematic issues that are demonstrated by any employee, with the assistance of HR Solutions as necessary. Coordinates on administrative issues such as scheduling, payroll, vacation requests, scheduling challenges Escalates unresolved items that are not completed in a timely fashion Review aged items report and follow-up until resolution Partnership and Relationship Management: Work effectively with other business units such as L&D, Compliance, Sales, Marketing and other departments in Client Services to ensure we have adequate communication, training and/or policy changes to share with Front line agents. Promote an environment where we are working closely with Sales on items that require immediate attention. Initiate system enhancements that benefit department or address systems/process deficiencies as required Ensure team has a consistent understanding of the CRA and ESDC regulations Regularly solicit ideas from direct reports and ensure client feedback is channeled thru the Voice of Customer and Voice of the employee program Project & Initiatives: 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. Project delivery and implementation on time and on budget. Contributes to internal policy and procedure changes documented list of challenges that relate to task of product. Communicate project and initiative launch to frontline agents. Coordinate all findings/ committees pertain to project delivery. What We Are Looking For: Experience 3 – 4 years of progressive experience working in the financial services industry, preferably in mutual funds or financial services industry. 1 – 2 years of experience managing, coaching, training, and developing employees in a customer service center environment. Education: College degree (3- year program) or the equivalent work experience. University Degree (Bachelor’s Degree) would be considered as asset. Strong communication skills in English (written and verbal). Strong communication skills in French (written and verbal). Designations, Licenses, or Accreditations Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC); or CFA are considered as assets. The Expertise You Bring Industry/Business Expertise. Knowledge of mutual fund industry practices and standards. Communicates effectively, both verbal and written. Strong interpersonal skills. Ability to ensure exceptional customer service in dealings with internal and external clients. Proven experience in building and managing relationships with customers and team members. Consults with business partners and team members in developing solution. 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 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 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 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. 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 .
