Manager Client Services

Description

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.

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.

The Opportunity

The Manager, Client Services is responsible for proactively contributing to the development and execution of the strategic priorities of both the Advisor Contact Centre and the transaction Processing functions based in Calgary. The Manager will also be responsible for the day to day management, leadership and overall quality of service delivery to Dealers, Advisors, and Investors as well as Fidelity employees.

What You Will Do

• Manage the day to day activities of the Calgary Client Services office. Work with senior divisional management to make recommendations and implement changes which will enhance productivity, reduce risk and generally increase employee performance.
• Oversee the day to day operations of the department to ensure the management and completion of incoming calls and transactions.
• Partner pro-actively with the talent acquisition team to ensure that the bi-lingual resource needs of the business are met
• Development and execution of departmental goals as well as a contributor to the Client Services division business plan.
• Add value to the client experience and service delivery while providing a thorough understanding of what's important and recognizing what needs to be done.
• Develop solid relationships across Fidelity and within the mutual fund industry.
• Maintain a focus on quality to positively impact client experience

What We’re Looking For

What You Will Bring