Advisor Experience Manager

fil; Toronto; Hybrid; CAD 99,000 - 123,000; Full time

Benefits offered by this job

RRSP contribution

Discretionary performance bonus

Job summary

Fidelity Canada is looking for an Advisor Experience Manager to serve as the primary operational partner for Fidelity Wealth Advisors. You will manage escalations, coordinate cross-functional teams, and drive a seamless advisor experience within the Wealth ecosystem.

The role emphasizes operational judgment, leadership presence, and the ability to navigate fast-paced, high-stakes environments while maintaining regulatory alignment and client-focused service.

Qualifications

• 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.

Responsibilities

• Advisor Support & Escalation: primary contact for advisor questions and support needs.
• Cross-Functional Coordination: liaise with Compliance, Operations and internal teams.
• Leadership & Operational Leverage: act as trusted operational partner to Wealth Leadership.
• Advisor Experience Excellence: build relationships and deliver high-touch support.

Skills

Relationship management

Stakeholder navigation

Operational judgment

Executive presence

Problem-solving

Cross-functional influence

Prioritization

Organizational skills

Resilience

Adaptability under pressure

Education

University degree

Job description

Job Description

• You will be working on a predefined hybrid schedule as part of Fidelity’s dynamic working arrangement.
• Current work authorization for Canada is required for all openings.
• 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.

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 qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

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

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [e-mail].

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

• Canada's Top 100 Employers
• Greater Toronto's Top Employers
• Canada's Top Family-Friendly Employers
• Canada's Top Employers for Young People
• Great Place To Work Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today's Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer

Designations

• Canadian Compassionate Companies – Certified
• Benefits Canada's Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team