Director Product Operations and Enablement

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 Director, Product Operations and Enablement will lead the Products Operations and Training business plan, strategy and initiatives. The Director will manage the Product Operations and training teams, lead the launch of new products, features, and services, while reducing friction and managing change within the client group.

Additionally, the Director will be responsible for developing and implementing training programs, managing the knowledge base content and delivery strategy, ensuring effective access and consumption of knowledge within the client group. The Director will ensure client engagement throughout the product life cycle and alignment with client expectations.

This role reports to the VP, Product Solutions.

How You’ll Make an Impact

• Lead the development of the product operations departmental business plan and strategy, ensuring alignment with overall business objectives.

• Collaborate with FCC and other Fidelity colleagues to successfully integrate product operations initiatives across FCC and Fidelity Canada where applicable.

• Manage risk by identifying, notifying, and escalating errors or concerns, and suggesting improvements to processes and controls

• Implementation and adoption of new products, features and services

• Continue to evolve the product/feature roll out approach to adapt to changing business needs and client expectations

• Key liaison with Technology, Strategic Account Management, Client Support and Sales leaders and across FCC where necessary with regards to new product/features and service offering

• Creates strategies to achieve client adoption in collaboration with Product Managers, Marketing, Strategic Account Management, Client Support and Sales teams

• Create training strategy for new product/feature and oversee execution and ensure initiatives align to overall corporate goals

• Develop and Implement training programs aligned to client pain points and corporate objectives

• Define and manage knowledge base content and delivery strategy, ensuring effective access and consumption of knowledge within the client group

• Client engagement throughout the product life cycle in alignment with client expectations and corporate priorities.

• Leads and develops UX research function

• Represent the Product department in high-value prospect meetings and provide expertise on digital offering, onboarding, set up and other related topics.

• Engage employees in establishing clear and measurable goals that achieve business results

• Provide coaching and give feedback to employees to meet business objectives and enhance individual performance.

• Develop and mentor team members and ensure team receives the training on the skills and knowledge to proficiently perform the role.

What We’re Looking For

• Minimum 5-7+ years of related experience in financial services

• Experience operating user workshops and client focus groups

• Client experience/service

• Managing product, process, service roll outs

• Experience in managing people

• Building training materials

• Agile development

• Experience defining analytics to measure product adoption and brokerage experience

What You’ll Need

• Excellent organizational skills

• Ability to work collaboratively with multiple business units

• Confident, strong relationship builder

• Strong Customer Experience – understanding customer needs and addressing these needs in the solution design

• Ability to create and deliver training

• Exceptional, people management/leadership and coaching skills

• Knowledge and understanding of clearing firm regulatory obligations, Canadian brokerage industry and brokerage operations, including the impact of technology on this market.

• A strong ability to communicate (written and verbal).

• A strong sense of accountability and taking initiative to drive projects to completion.

• Ability to collaborate and influence across all levels of the organization.

• Effective presentation skills.

• Strong influencing skills. Gains acceptance of ideas and suggestions from business partners.

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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