Client Experience Manager

• Current work authorization for Canada is required for all openings.

• You will be working on a hybrid schedule as part of Fidelitys dynamic working arrangement.

• The work location for this role is 483 Bay Street in Toronto until approximately late 2026 when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

At Fidelity weve 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 were 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 youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best - both personally and professionally.

Why Join the Client Experience Team

Join a team that directly influences the experience of Fidelitys most valued advisor partners. As part of the Client Experience Team youll build trusted relationships solve complex business challenges and play a key role in shaping how clients experience Fidelity.

As a Client Experience Manager the primary focus of the role is being the primary relationship owner portfolio manager advisor engagement lead.

How Youll Make an Impact

The Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged challenges related to the complexity of the business they do with Fidelity.

The Client Experience Manager is accountable for establishing building and maintaining strong relationships with their portfolio of advisors offices. The CEMs support their advisors offices ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the voice of FICs operational service.

Key Accountabilities / Responsibilities:

Relationship management

• Establish build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.

• Take full ownership of inquiries and escalations to ensure resolution according to Fidelitys policies and procedures.

• Represent Fidelity in a professional manner ensuring that we service clients with best practice business etiquette including in-person attendance upon request for advisor sales events or other client-facing meetings

Operational Expertise

• Coordinate manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.

Partner with internal clients to reinforce clients Effortless Experience

• Coordinate with Advisor Sales and other internal partners to positively strengthen clients loyalty

Promote and support Innovation and continuous improvement environment

• Champion innovation and continous improvement

• Promote and support new systems and services offerings.

• Become an expert in influencing and ability to inspire change and promote digital adoption

Develop a deep understanding of advisor business models

• Act as the expert on how each advisors team run their operations.

• Organize service review discussions with clients and develop and execute action plans to address issues.

Confidently Lead Discussions and Provide Solutions to Business Problems

• Act as the expert on FIC operational policies and procedures with advisors offices on how to process business.

• Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed to maximize the relationship and promote the FIC brand.

What We Are Looking For

Experience:

• More than 3 years related work experience in the mutual fund or financial services industry (required)

• Minimum of 2 years experience in in-bound call inquiries (required)

And/or

• Minimum of 1 year experience in transaction and/or adjustment processing (required)

• Experience with end-to-end customer relationship management is preferred

Education:

• Post-secondary degree or equivalent work experience

Designations Licenses or Accreditations

• IFIC or CSC is preferred

The Expertise You Bring:

• Exceptional interpersonal skills particularly on the telephone and sometimes in person including conflict resolution negotiation and problem-solving skills.

• Excellent relationship building capabilities - Extremely organized with associated time management skills. Proven experience in building and managing relationships with customers.

• Excellent Mutual Funds industry operational knowledge (policies procedures transaction types product offerings)

• Strong self-motivation and proactive personality

• Ability to work well under pressure

• Ability to work equally well independently and as part of a team

• Quick learner and ability to adapt to change

• Knowledge and experience with MS Office Suite Salesforce internet and relevant in-house recordkeeping applications as well as AI and CHAT

• Familiar with call-center technology

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview the recruiter who contacts you can best answer your questions.

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. Thats why we offer a competitive compensation package designed to support your success todayand your financial well-being tomorrow.

For this role your total rewards include:

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $62000 to $101000 based on your experience and qualifications.

Were proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organizationan opportunity to step into a role where your talents will make a meaningful difference.

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 .

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

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top Family-Friendly Employers
o Canadas 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 Todays 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 Canadas Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team