Advisor Experience Manager

Job 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.

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 qualification

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