Client Experience Manager

Fidelity Canada; Toronto; Hybrid; CAD 62,000 - 101,000; Full time

Job summary

Fidelity Canada is seeking a Client Experience Manager to own advisor relationships and oversee operations. You will act as the voice of Fidelity’s client experience, driving service excellence and compliance while partnering with internal teams.

This role focuses on fostering trusted advisor networks and delivering seamless support across Canada. The position emphasizes relationship management, operational expertise, and proactive improvement within a dynamic, hybrid work environment in Toronto

Qualifications

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

Responsibilities

• Relationship management with advisors and offices; first point of contact for operational inquiries and escalations.

Skills

Interpersonal skills

Relationship building

Communication

Problem solving

Time management

Teamwork

Adaptability

MS Office

Salesforce

Call center tech

Education

Post-secondary degree or equivalent

Tools

MS Office Suite

Salesforce

AI/Chat tools

Job description

Job Description

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.

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.

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.

Experience

What We Are Looking For

• 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

• 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

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 A competitive annual range of $62,000 to $101,000, based on your experience and qualifications.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

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?

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