Client Experience Manager

Fidelity Investments; Calgary; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading financial services firm in Canada seeks a Client Experience Manager to maintain relationships with advisor offices and ensure exceptional operational service. The ideal candidate has over 3 years in finance, strong interpersonal skills, and is bilingual in French and English. The position offers a hybrid work model, competitive compensation, and comprehensive benefits including health services and a generous time off policy.

Benefits

Flexible working arrangements

Comprehensive health benefits

Parental leave top-up

Generous time off policy

Professional development opportunities

Qualifications

• More than 3 years related work experience in the mutual fund or financial services industry.
• Minimum of 2 years’ experience in in-bound call inquiries.
• Experience with end-to-end customer relationship management is preferred.

Responsibilities

• Establish and maintain relationships with advisor’s offices.
• Coordinate and manage all operational activities for assigned clients.
• Lead discussions and provide solutions to business problems.

Skills

Exceptional interpersonal skills

Conflict resolution and negotiation

Excellent relationship building

Bilingual (French/English) communication

Strong self-motivation

Education

3-year College degree or equivalent experience

Tools

MS Office Suite

Salesforce

Job description

Description

You will be working on a pre-defined hybrid schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

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.

Client Experience Manager

Please note this position is available in Toronto, Calgary or Vancouver.

Business overview

Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged related to the complexity of the business they do with Fidelity.

How You’ll Make an Impact

Position overview

The Client Experience Manager is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor’s offices. The CEMs support their advisor’s offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the “voice” of FIC’s operational service.

Key Accountabilities / Responsibilities

Relationship management

Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.

Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures.

Operational Expertise

Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.

Partner with internal clients to reinforce clients Effortless Experience

Coordinate with Advisor Sales and other internal partners to positively influence client’s loyalty, sales results and case resolution

Promote and support Innovation and continuous improvement environment

Become an agent of change.

Promote and support new systems and services offerings.

Become an expert in influencing and ability to inspire change and adoption of new habits.

Build and Maintain Knowledge Base of Advisor’s offices Business Model

Act as the expert on how each advisor’s team run their operations.

Organize service review discussions with clients and develop and execute action plans to address issues.

Confidently Lead Discussions and Provide Solutions to Business Problems

Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business.

Act as the internal liaison / advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.

What We Are Looking For

Experience

More than 3 years related work experience in the mutual fund or financial services industry (required).

Minimum of 2 years’ experience in in-bound call inquiries (required)

And / or

Minimum of 1 year experience in transaction and / or adjustment processing (required).

Experience with end-to-end customer relationship management is preferred.

Education

3-year College degree or equivalent experience.

Bilingualism in French and English (written & verbal) is an asset.

Designations, Licenses, or Accreditations

IFIC or CSC is preferred.

The Expertise You Bring

Exceptional interpersonal skills, particularly on the telephone, including conflict resolution, negotiation and problem-solving skills.

Excellent relationship building capabilities - Extremely organized, with associated time management skills. Proven experience in building and managing relationships with customers.

Excellent bilingual (French / English) verbal and written skills

Excellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)

Strong self-motivation and proactive personality

Ability to multi-task and work well under pressure

Ability to work equally well independently and as part of a team

Quick learner and ability to adapt to change

Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT

Familiar with call-center technology

Some of the ways we’ll help you feel valued and supported as part of our team

Flexible working arrangements - 100% remote, hybrid, and in office options

Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you

Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy

Parental leave top-up to 100% of your salary for a period of 25 weeks

Up to $650 for home office equipment

Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice

Diversity and inclusion programs, including an active network of Employee Resource Groups

Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.