Knowledge Base & Content Manager

Fidelity Canada; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Knowledge Base & Content Manager to enhance client experience through effective content management and collaboration. This role involves defining the roadmap for the Resource Centre, overseeing content strategy, and ensuring seamless integration within the ecosystem. The ideal candidate will possess strong analytical skills, project management expertise, and a curiosity for new technologies, including AI. Join a company that values flexibility, offers competitive compensation, and fosters an inclusive culture, making it a great place to grow your career.

Benefits

Flexible work arrangements

Competitive compensation

Health benefits

Mental health coverage

Parental leave top-up

Home office equipment allowance

Paid volunteer days

Professional development opportunities

Qualifications

• 5+ years in Product Owner or Knowledge Management roles.
• Experience in financial services with strong project management skills.
• Understanding of brokerage or banking operations.

Responsibilities

• Deliver excellent client experience in FCC's Resource Centre.
• Define the roadmap for FCC's Resource Centre and oversee content strategy.
• Collaborate with stakeholders to implement enhancements.

Skills

Analytical Skills

Communication Skills

Project Management

Agile Delivery

Technical Proficiency

Education

University Degree

Canadian Securities Course

Salesforce Admin Certification

PMP or Scrum Certification

Tools

Salesforce

Content Management Software

Job description

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Job Description

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

Current work authorization for Canada is required for all openings.

Who We Are

Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody, and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

How You’ll Make An Impact

The Knowledge Base & Content Manager is part of the FCC Product Solutions team and reports to the Director, Product Operations and Enablement. The Manager oversees FCC’s Resource Centre experience and content, including the client-facing knowledge base and support ticket intake experience. They collaborate with developers, support teams, FCC’s clients, and other stakeholders to optimize systems and develop new ways to enhance client experience, focusing on self-serve channels, process improvements, and content streamlining.

What You Will Do

1. Deliver an excellent client experience in FCC’s Resource Centre as part of the uniFide platform.
2. Define the roadmap for FCC’s Resource Centre.
3. Provide guidance for Developers and support teams supporting Salesforce enhancements.
4. Understand adoption drivers for knowledge content and industry best practices.
5. Align with internal and external stakeholders.
6. Collaborate with Client Management and Product teams to prioritize and implement enhancements.
7. Ensure seamless integration within the uniFide ecosystem.
8. Gather and act on client feedback.
9. Oversee content strategy and collaborate with the Client Training Manager.
10. Coordinate content creation with FCC teams to ensure accessibility and relevance.
11. Conduct regular audits of content structure and organization.
12. Establish KPIs for adoption and success, monitor metrics, and report on performance.
13. Use engagement tools like surveys to measure user satisfaction.
14. Update content strategy based on data and feedback.
15. Build relationships with key stakeholders for collaboration.
16. Understand client journeys and user needs.
17. Work with Product Managers on cross-product impacts and integrations.
18. Apply continuous improvement methodologies and stay updated on industry trends, including AI innovations.
19. Identify risks and suggest improvements to processes and controls.

What We Are Looking For

• Strong analytical skills and understanding of user journeys.
• Curiosity about new technologies, including AI for knowledge management.
• Experience with agile delivery, project management, and technical collaboration.
• Excellent communication skills and business acumen.
• Collaborative, influential, flexible, and proactive approach.
• Attention to detail and knowledge of adult learning principles.
• Technical proficiency with digital applications.

The Expertise You Bring

Must haves

• 5+ years’ experience in Product Owner, Knowledge Management, IT support, or related roles in financial services.
• Proven project management skills.
• Knowledge of brokerage or banking operations.
• Experience communicating with senior clients and managers.
• Understanding of content management software.

Nice to haves

• Experience with Salesforce and Salesforce Community.

Education and Certifications

• University degree or equivalent work experience.
• Optional: Canadian Securities Course, Salesforce Admin certification, PMP or Scrum certification.

Additional Benefits

• Flexible work arrangements—remote, hybrid, in-office options.
• Competitive compensation, group RRSP contributions.
• Health benefits, mental health coverage.
• Parental leave top-up.
• Home office equipment allowance.
• Paid volunteer days.
• Professional development opportunities.

Our Culture and Recognition

We foster a compassionate, inclusive culture and have received numerous awards, including Canada's Top 100 Employers, Great Place To Work, and others.