Client Experience Manager

Fidelity International; Toronto; On-site; CAD 62,000 - 101,000; Full time

Job summary

Fidelity Canada is seeking a Client Experience Manager to lead a portfolio of advisor offices, manage relationships, and ensure exceptional operational service. You’ll influence innovation, coordinate cross-functional support, and act as the voice of Fidelity’s operational service to clients.

Ideal candidates bring 3+ years in mutual funds/financial services, strong communication, and a proven ability to manage complex relationships while maintaining compliance and service excellence.

Qualifications

• Post-secondary degree or equivalent work experience.
• IFIC or CSC designation is preferred.
• Exceptional interpersonal and relationship-building abilities.

Responsibilities

• Establish, build, and maintain relationships with advisor offices as the primary point of contact for operational inquiries.
• Coordinate and document all operational activities for assigned clients.
• Promote innovations and drive continuous improvement including adoption of new systems and services.
• Lead discussions and provide solutions to business problems, acting as the internal liaison for clients.

Skills

Interpersonal skills

Relationship building

Client consultation

Conflict resolution

Negotiation

Problem solving

Organizational skills

Education

Post-secondary degree or equivalent

IFIC or CSC designation preferred

Tools

MS Office Suite

Salesforce

Job description

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.

Eligibility / Work Arrangement

Current work authorization for Canada is required for all openings. You will be working on a 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.

Why Join the Client Experience Team?

Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity. As a Client Experience Manager, the primary focus of the role is being the primary relationship owner, portfolio manager, advisor engagement lead.

How You’ll Make an Impact

The Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged challenges related to the complexity of the business they do with Fidelity. 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. Represent Fidelity in a professional manner, ensuring that we service clients with best practice business etiquette, including in-person attendance upon request for advisor sales events or other client-facing meetings
• 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 strengthen client’s loyalty Promote and support Innovation and continuous improvement environment Champion innovation and continous improvement Promote and support new systems and services offerings. Become an expert in influencing and ability to inspire change and promote digital adoption
• Develop a deep understanding of advisor business models 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)
• Minimum of 1 year experience in transaction and/or adjustment processing (required)
• Experience with end-to-end customer relationship management is preferred

Education

• Post-secondary degree or equivalent work experience
• Designations, Licenses, or Accreditations IFIC or CSC is preferred

The Expertise You Bring

• Exceptional interpersonal skills, particularly on the telephone and sometimes in person, 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 Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)
• Strong self-motivation and proactive personality Ability to 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

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.

Total Rewards That Reflect Your Impact

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $62,000 to $101,000, based on your experience and qualifications.

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].

No telephone inquiries or agencies please.

We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

• 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

About Us

Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans. The Search Jobs section is your online source for job opportunities at Fidelity. Using our site is simple - just take a few moments to create an online profile for your ideal job. Your profile is then automatically matched to open positions and you are notified via e‑mail each time a match is made. Or, if you prefer, you can search our list of jobs before registering with us. 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]. Fidelity respects the privacy of your information.

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