Manager Service Enhancement

Description

You will be working on a predefined hybrid schedule as part of Fidelity’s 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.

Current work authorization for Canada is required for all openings.

At Fidelity,we’vebeen helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - andwe’reconstantlyseekingto 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 meansyou’llbe part of a diverse and dedicated group of people who make a real difference for our clients and communities every day.You’llhave a wide range of opportunities to grow and develop your career in an inclusive environment whereyou’llfeel valued and supported to be your best - both personally and professionally.

Manager Service Enhancement

HowYou’llMake an Impact:

Position Overview

TheManager, ServiceEnhancementis responsible for:

• Supporting and driving innovation throughout our service delivery to provide an effortless experience to our clients

• Responsible for oversight of the ClientServices (CS)projects/initiatives portfolio and driving change management in the division

• Overseeing, coaching and performance management of Product Owners/Project Analysts to ensure they are executing on their Agile/Scrum teams mandates, following Agile best practices/methodologiesand delivering what is needed to support our internal CS teams, internalpartnersand external clients

• Partnering withbusiness sponsorstoprovidesupport and oversightofCS used platforms and applications

• Developing strong relationships betweenClientServices, InformationSystemsand other business partners across Fidelity

Responsibilities
Drive Innovation within Service Delivery

• Create and manage product road maps in coordination with business leaders, productownersand scrum teams

• Work closely with senior CS leaders to support the service delivery vision/road map for the division

• Engage and collaborate with Fidelityteams to successfully implement key projects/initiatives that will drive innovation,digitalizationand automation

• Support projects that improve quality, reduce risk and lead toan enhancedexperience for our clients and employees

Project Management

• Responsible for managing the overall CS projects/initiatives portfolio

• Collaborate with CS leaders and businessleadsto ensure projects are executed successfully from a cost,timeand delivery perspective

• Working with CS leaders and internal partners, ensurechangemanagement plans are developed and executed effectively to support impacted teams and employees

• Will be expected to deliver to presentations to various Senior Leaders in the organization

Coaching & Performance Management

• Leads CS Product Owners and Project Analysts, fostering a strong,dynamicand engaging team environment

• Conductregular coaching sessions with team members, provideconsistent/constructive feedback, actively managethe team’s performance and driveemployee engagement

• Engage employees in development conversations and provide supporttowardstheir development goals, with a focus on continuous learning and upskilling.

• Advocates, coaches and ensures team is following Agile/Scrum best practices/methodologies

• Conducts annual goal setting and performs the annual year-end performance review cycle

• Work with HR Business Partners to develop talent management strategies to attract,growandretaintalent.

• Drive employee engagement by supporting and promotingpeopleprograms and enabling Fidelity’s culture.

Support Client Services Platforms & Applications

• Collaborate with the CS Product Owners/Project Analysts to support Client Services Platforms and Applications.

• Oversee the development of enhancement road maps for platforms/applications that align to the overall service delivery vision/road map. Work closely with the Product Owners to develop these road maps.

• Ensure scrum teams are performing the needed upgrades andchecksso all platforms/applications are running optimally.

What We Are Looking For:

Experience

• 5-7 years of relevant financial services industry experience, preferably in the mutualfundindustry.

• 1-3 years’ experience in agile/scrum or project management roles.

• Experience leading/managing a team.

Education:

• University degree (bachelor’s degree) or equivalent work experience.

• Strong communicationskills in English (Verbal & written).

Designations, Licenses, or Accreditations

• Product Owner Certification or any other Agile/Scrum courses or certifications would be considered as an asset.

This is the right opportunity for you if you:
1. Strong project management skills with an emphasis on bringing together multiple stakeholders and driving towards a common goal under specified timelines.

2. Proven ability to build and cultivate strong relationships with internal and external stakeholders up, down, and across the organization.

3. Exceptional communicator who canleveragedata toidentifythemes, build a narrative and secure buy-in from senior management.

4. Proven leadership experience with a focus on developing andleveragingthe capabilities of a high-performing team.

Some of the wayswe’llhelp 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 $6000 annually for mental health services and therapy

• Parental leave top-up to 100% of your salary for a period of25 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.

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition.That’swhy we offer acompetitive compensation packagedesigned to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: A competitive annual range of$121,000to $146,000, based on your experience and qualifications.

• RRSP Contribution: After 6 months of employment, we invest in your future with anRRSP contribution—no employee matchingrequired.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

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