Manager Operations FCC (Estates)

Description

Who We Are :

Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

For more information about Fidelity Clearing Canada, please visit

Role Overview :

The Manager, Operations FCC (Estates) manages a functional team of estate specialists managing estate operations :

• Receiving notifications of death from clients, coordinating account updates with other operational teams
• processing interim payments for probate, income tax payments, debts, etc.
• Estate disbursements
• Residuals
• Estate tax slip production.

The role ensures processing accuracy and service level agreements are met. This role is responsible for ensuring that Fidelity's brand and reputation is protected by adhering to Fidelity's compliance and risk framework.

What You Will Do :

• Engage employees in establishing clear and measurable goals that achieve business results;
• Provide coaching and give feedback to employees in order to meet business objectives and enhance individual performance;
• Ensures employees understand the values, policies and procedures of Fidelity and their business unit.
• Ensure team receives the training on the skills and knowledge to proficiently perform the role.
• Understand and demonstrate regulatory and risk supervisory obligations as appropriate to your role
• Provides input into business planning and resource planning for their functional unit
• Provides subject matter expertise and plays a project lead role in corporate and divisional projects and initiatives, including client conversions
• Lead on implementation of products, services and client business as it relates to their functional unit.
• Collaborates with other Operations managers and senior management across internal operations departments to resolve problems or improve processes.
• Works with key business partners / and correspondents on projects and initiatives.
• Partners with external business partners such as 3rd party vendors, custodians to communicate and resolve issues.
• Be a role model for our employees to deliver stellar quality customer service interactions to our internal and external customers in order to exceed the client expectations and create a positive experience.
• Deliver seamless customer service through teamwork and collaboration. Continually search for ways to improve customer service, including the removal of barriers and providing solutions.
• Ensures follow-up with customers to certify that the resolution of problems maintains customer satisfaction and loyalty.
• Addresses customer needs by involving the right people (resources) at the right time.
• Actively interacts with external and / or internal customers to identify and anticipate requirements, expectations and needs.
• Monitors key performance indicators daily to address factors that may be affecting the customer experience.
• Monitors the interactions between associates and customers to ensure accuracy of information and manner in which service is delivered.

What We’re Looking For :

• More than 5 years’ experience in operations within the financial services industry, preferably within brokerage or correspondent clearing business, including 1-2 years’ experience coaching, training, mentoring or leading people
• Experience with estate operations an asset.
• Completion of a 3-year post-secondary education or equivalent work experience
• Previous experience in a people management role preferred

The Expertise You Bring :

• Strong customer service orientation
• Strong written and verbal communication skills
• Builds key partnerships
• Builds effective teams; proven leadership qualities
• Effectively managing multiple priorities
• Strong coach and manager to employees
30+ days ago