Knowledge Base & Content Manager

Fidelity Canada; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Knowledge Base & Content Manager to enhance client experience through effective content management. This role involves overseeing the Resource Centre, optimizing user access to knowledge and support channels, and collaborating with various stakeholders to drive improvements. The ideal candidate will have strong analytical skills, a background in project management, and a passion for leveraging technology to enhance client engagement. Join a company that values flexibility, inclusivity, and professional growth, offering competitive compensation and comprehensive benefits from day one.

Benefits

Flexible working arrangements

Competitive total compensation

Comprehensive health benefits

Parental leave top-up

Home office equipment allowance

Generous time off policy

Diversity and inclusion programs

Professional development opportunities

Qualifications

• 5+ years in Product Owner or IT support roles in financial services.
• Proven project management experience with brokerage or banking focus.

Responsibilities

• Deliver excellent client experience in FCC’s Resource Centre.
• Oversee content strategy and ensure alignment within the Resource Centre.

Skills

Analytical Skills

Project Management

Communication Skills

Collaboration

Attention to Detail

Curiosity about New Technologies

Education

University Degree

Canadian Securities Course (CSC)

Salesforce Admin Certificate

PMP or Scrum Certification

Tools

Salesforce

Content Management Software

Job description

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.

For more information about Fidelity Clearing Canada, please visit this link.

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, which includes the client-facing knowledge base and support ticket intake experience as well as structure of content and accessibility of the same for FCC’s clients. They collaborate with developers, support teams, FCC’s clients, and other stakeholders to optimize current systems and develop new ways to provide clients with an optimal experience when accessing knowledge and how to content, submitting support tickets, and other related activities. This role focuses on enhancing the user experience to increase adoption of this self-serve channel, driving process improvements, streamlining content overall, and ensuring effective collaboration across training and support teams. This objective is achieved by leveraging data-informed insights, strong internal and client partnerships, and industry best practices with a focus on continuous improvement.

The Knowledge Base & Content Manager is responsible for ensuring that clients can easily find answers related to FCC knowledge and have streamlined access to all relevant support channels. The Manager continuously seeks innovative methods to deliver an exceptional client experience.

What You Will Do:

1. Deliver an excellent client experience in FCC’s Resource Centre as part of the uniFide platform. This involves ensuring that the FCC Resource Centre is a comprehensive and user-friendly content repository and digital access to FCC’s client support channels.

2. Oversee the content strategy of FCC’s client-facing knowledge base and coordinate closely with the Client Training Manager to ensure the overall alignment of content structure within the Resource Centre.

3. Establish and monitor key performance indicators pertaining to the implementation and adoption of FCC’s Resource Centre.

4. Build strong relationships with key stakeholders both within and outside FCC to foster collaboration and support for the Resource Centre.

5. Use of continuous improvement methodologies to continually search newly established industry best practices and implementation of the same.

6. Risk Management: Identify risks and notify management of any errors/mistakes immediately.

What We Are Looking For:

• Strong analytical skills to understand client experience and user journeys in detail.

• Proven curiosity around new technologies and their potential impact on the experience, ideally with experience in implementing AI for help/knowledge content.

• In-depth knowledge of agile delivery methodologies, collaboration with technical resources (developers, Business Analysts, etc.) and general project management experience will be an asset.

• Deep knowledge of relevant technologies must be combined with business acumen and excellent communication and listening skills.

• Highly collaborative individual with strong influencing skills as well as being highly flexible and adaptable to differing audiences and circumstances.

• Attention to detail to ensure accuracy and consistency of all deliverables.

The Expertise You Bring:

Must haves:

• 5+ years’ experience in a Product Owner, Knowledge/content management/IT support delivery or Technical Support role within the financial services and brokerage industry.

• Proven project management experience.

• Solid knowledge and working experience in brokerage or banking business environment with focus on mid/back-office applications.

• Experience communicating with executive-level clients and senior-level managers.

• Sound understanding of content management software.

Nice to haves:

• Experience working with Salesforce and Salesforce Community.

Education/Licenses/Registrations/Designations:

• A minimum requirement of a university degree or equivalent work experience.

• Nice to have: Canadian Securities Course (CSC), Enrolment in or completion of the Salesforce Admin certificate is an asset. PMP or Scrum certification is an asset.

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.

• 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.

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.

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.

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.