Team Manager, Advisor Service Centre Job - Bilingual (English and French)

Given the current circumstances, employee will be working from home, 100% of time. As working conditions return to normal, they will shift to a hybrid working arrangement.

The position is available in Montreal or Toronto

Who We are: 

Established in 1987, Fidelity Investments Canada Inc. (FIC), provides Canadian investors with a full range of mutual funds, ETFs and alternative funds. Fidelity funds are available through a number of distribution channels, including financial planners, investment dealers, banks and insurance companies.

FIC manages over $168 billion (CAD) in mutual fund and institutional assets, as at December 15, 2020. This includes $41 billion in assets for institutional clients, including public and corporate-defined benefit pension plans, endowments, foundations and corporate assets on behalf of clients across Canada.

FIC has more than 1000 full time employees and is headquartered in Toronto, with regional offices in Montreal, Calgary and Vancouver.

Role Overview:

Whether you want to pursue a long-term career in management or are interested in learning about business analysis, project management, relationship management or other fields we encourage you to read on.

While you may start your career at Fidelity in a Team Manager role, your opportunities to explore other areas are endless. We encourage our employees to explore opportunities that align with their interests and transferable skills. We can teach you what you need to know and help you develop your skills as long as you have the energy, passion, and desire to learn and excel. You will also be a positive influence and help others develop their careers.

The Client Experience is key to our success. We have been ranked #1 in service for over 13 years in row from an external survey. We recognize that happy customers lead to loyal customers and in turn allow for happy employees, a positive working environment with a successful company.

The Advisor Service Centre is our in-bound call centre responding to inquiries from investment professionals and individual investors in the Canadian mutual fund & ETF industry. Our goal is to support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management.

What You Will Do

Your role is valued because your primary purpose is to provide guidance, support, and leadership to client services representatives who are in constant communication with our investment professionals and unitholders. 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 a team of up to 13-15 customer services representatives.
• Provide direction, guidance, and support to your team by providing on-going coaching and feedback to help individuals meet their goals and business objectives.
• Represent the call centre and share your expertise on various divisional and/or organization wide initiatives and projects.
• Interviewing and making hiring recommendations for future client services representatives.
• Involvement in projects pertaining to the business

What We Are Looking For:

• Completion of post-secondary education (3Y)
• 1 – 2 years of experience managing, coaching, training, and developing employees in a customer service centre environment
• 3 – 4 years of progressive experience working in the financial services industry, with experience working in a call centre, preferably in mutual funds
• Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC) are considered an asset
• Bilingualism in French and English (written and verbal) is required

The Expertise You Bring

• Strong aptitude and desire to coach and mentor people
• Superb communication skills, which translate into positive relationships with direct reports, colleagues, customers, and partners across the organization
• Collaboration with others in a team-oriented and fast-paced environment
• Flexibility, adaptability, and ability to adjust quickly to change
• Desire to solve problems and use analytical and critical thinking skills to meet client needs
• High need for achievement and learning mindset
• Proficiency in Windows-based applications
• Strong knowledge of markets in the mutual fund industry, preferably

The contact centre is open Monday to Friday from 8:00 am to 8:00 pm EST. Applicants must be available to work rotating shifts.

Current work authorization for Canada is required for all openings. 

Employment with Fidelity will be conditional upon the successful candidate having received a COVID-19 vaccine series approved by Health Canada, at least 14 days prior to their start date. This requirement is subject to exemptions pursuant to human rights legislation in your province of employment.

Fidelity Canada is anequal opportunity employer 

Fidelity Canada is committed to fostering adiverse and inclusive workplace. We will consider all qualified applicants foremployment regardless of race, color, religion, sex, sexual orientation, genderidentity or expression, national or ethnic origin, age, disability, familystatus, protected veterans’ status, Aboriginal/Native American status or anyother legally-protected ground. 

Accommodation duringthe application process

Fidelity Canada welcomes and encouragesapplications from people with disabilities. Accommodations are available onrequest for candidates taking part in the selection process. If you require anaccommodation, please email us at FidelityCanadaStaffing@fidelity.ca.

No telephone inquiriesor agencies please. We thank all applicants for their interest, please beadvised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to berecipients of the following:

Awards

• Canada’s Top 100 Employers (5th consecutive year) 2021
• Greater Toronto’s Top Employers (9th consecutive year) 2021
• Canada’s Top Family Friendly Employer (4th consecutive year) 2021
• Imagine Canada, Caring Company
• Canada’s Top Employer For Young People 2021
• National HR Awards - Best Corporate Social Responsibility Program Award, Venngo Healthy Workplaces Award
• Workplace Benefits Awards – Health and Wellness Program
• Canadian Compassionate Companies Award

Designations

• A Canadian Compassionate Company
• An Imagine Canada Caring Company