Team Manager Processing

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 Transfer Agent Processing (TAP) 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.

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.

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.

What You Will Do

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 RESP team of up to 15 Processing representatives

Coaching, Development & Performance Management

Foster an environment that promotes feedback while managing day to day operation of the team within the TAP 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.

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

What We Are Looking For

Knowledge of RESP / QESI transaction processing and regulations is strongly preferred

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

Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) are assets

Communication skills in French (written & verbal) is an asset