Advisor Experience Manager

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.

What We Do

The Advisor Experience Manager serves as the primary operational and escalation partner to Fidelity Wealth Advisors, helping navigate day-to-day business needs, resolve client issues, and coordinate support across internal stakeholders. Acting as a trusted extension of Wealth Leadership, this role provides high-touch advisor support, drives resolution on time-sensitive matters, and helps ensure advisors can operate efficiently and confidently within the Fidelity Wealth ecosystem. This individual combines strong operational judgment, relationship management, and cross-functional coordination skills to deliver a seamless advisor experience while escalating emerging risks, trends, and opportunities to leadership.

How You’ll Make an Impact

Advisor Support & Escalation Management

• Serve as a primary point of contact for advisor questions, escalations, and operational support needs.

• Partner with advisors to navigate complex or time-sensitive business situations.

• Provide clarity and guidance on operational processes, approvals, and internal workflows.

• Support advisors in resolving issues impacting client experience or business operations.

Cross-Functional Coordination

• Liaise with Compliance, Operations and other internal teams to drive timely issue resolution.

• Coordinate responses and decisions across stakeholders to ensure consistent advisor communication. Escalate emerging risks, trends, and unresolved issues to Wealth Leadership as appropriate.

• Help advisors navigate ambiguity and identify the appropriate path forward within firm guidelines

Leadership & Operational Leverage

• Act as a trusted operational partner and extension of Wealth Leadership.

• Support the prioritization and management of day-to-day advisor needs and operational challenges.

• Identify recurring themes and opportunities to improve advisor experience and operational efficiency.

• Provide insights and recommendations to leadership on process friction and advisor sentiment.

Advisor Experience Excellence

• Build strong relationships with advisors through responsiveness, sound judgment, and credibility.

• Deliver a high-touch support experience that increases advisor confidence and trust.

• Balance urgency, risk awareness, and business impact in decision-making and escalation management.

What We’re Looking For

• Completion of a University degree or equivalent work experience

• 3+ years of relevant experience

• Canadian wealth management, advisor support, compliance, operations, practice management, or leadership support roles.

• Strong understanding of Canadian wealth management operations, advisor supervision frameworks, and regulatory environments.

• Experience managing escalations, navigating complex advisor situations, and coordinating cross-functional stakeholders.

• Demonstrated ability to operate with sound judgment in fast-paced, high-stakes environments.

• Strong understanding of advisor business models and operational realities.

• Experience interacting with compliance, and operational teams within a dealer or wealth management environment.

What You’ll Need

• Relationship management and stakeholder navigation.

• Operational judgment and decision-making.

• Executive presence and communication skills.

• Problem-solving and escalation management.

• Ability to influence across functions.

• Strong prioritization and organizational skills.

• Resilience and adaptability under pressure.

Total Rewards That Reflect Your Impact:

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $99,000-$123,000, based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

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

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