Manager Applications and Development Support

Fidelity International; Old Toronto; Remote; CAD 80,000 - 120,000; Full time

Job summary

An established industry player seeks a dynamic Manager of Applications and Development Support to lead a talented team in delivering exceptional client services. This role involves managing application support, mentoring staff, and ensuring seamless technology operations across multiple Fidelity groups. With a focus on innovation and problem-solving, you will play a key role in enhancing client experiences and driving operational excellence. Join a company recognized for its commitment to diversity and inclusion, and be part of a culture that values your contributions and promotes professional growth. If you're passionate about technology and client service, this is the opportunity for you.

Qualifications

• 5+ years in Software Engineering or Development Application support roles.
• Experience in managing a Development Support team is essential.

Responsibilities

• Manage Technology Application Support staff and maintain technology support.
• Deliver quality customer service and solve client issues promptly.

Skills

Software Engineering

Application Support Management

Client Service

Team Management

Communication Skills

Analytical Skills

Problem-Solving

Risk Management

Education

College Degree or equivalent work experience

Tools

Jira

Java

Appian

BPM Tools

Job description

Manager Applications and Development Support page is loaded

Manager Applications and Development Support

Apply locations Toronto Office time type Full time posted on Posted 30+ Days Ago job requisition id J53089

Job Description

Current work authorization for Canada is required for all openings.

You will be working on a 100% remote schedule as part of Fidelity’s dynamic working arrangement.

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 https://clearing.fidelity.ca/

How You'll Make an Impact

The roles of Manager, Applications and Development Support is to play a key role in delivering the highest quality of customer services to our clients and vendors. The team manager is accountable for coaching, mentoring, training, and development of the Support team. Based on business priorities and in collaboration with the Manager, Business Applications and Support, the Manager will address issues raised in the support queue. The Manager will confer with key FCC application stakeholders and will support all FCC clients with their technology‐ related service issues. This role will mentor and provide direction to the Application & Development Support team. This role requires a strong knowledge of FCC’s Service and Support model, FCC’s Software Development Lifecycle, clients’ business lines and structures including our own internal FCC operational model. This role reports to the Director, Business and Application Support.

What You Will Be Doing

Application Support Management

• Liaise Manage Technology Application Support staff responsible for providing development application support for FCC
• Maintain technology support for clients when dealing across multiple Fidelity groups and external vendors
• Participate in strategic planning of IT projects that have a companywide and/or department wide impact
• Provide technical information and support for Audit inquiries working with the other FCC technical partners to complete audit deliverables and participate in improving the policies and procedures of the FCC technical department
• Ensure that all requests raised by clients and users are handled timely and appropriately; and assists with Senior Management escalation where needed
• Interact with clients, vendors, FCC employees and other Fidelity firm wide partners
• Coordinate with off‐shore Development Application Support Team
• Create best practices and standard operating procedures for the Development
• Proactively review internal process gaps and client‐specific issues/problems and look for innovative solutions. Be creative and build a reputation as a problem‐solving partner to our clients and internal groups

Infrastructure, Network and Application Support

• Ensures infrastructure, network, application enhancements and maintenance fixes within FCC/FIL/FIC/vendors are well supported from a technology level
• Assists in ensuring FCC technology policies and procedures are adhered to

Defect Remediation

• Manages the Development Support team to remediate defects based on business and client priorities to address service disruptions, incidents and problems

Client Experience

• Deliver quality customer service interactions to our internal and external customers to create a positive experience
• Take ownership of solving a customer’s problem promptly; use all available resources to achieve the best outcome

People Management

• Adhere to all manager accountabilities, by exemplifying the Fidelity Values and leadership behaviors
• Act in accordance with the understanding that your management role has an objective of developing and encouraging others to succeed by doing the right tasks at the right time – every day – to become the best they can possibly be
• Evaluate performance and provide continual constructive feedback, coaching and guidance to strengthen team, individual effectiveness; provides challenging assignments to develop team members in establishing clear and measurable goals
• Ensure team members have the tools to succeed and improve performance
• Translate strategies into clear goals, plans, metrics for team/individuals
• Ensure that team members understand how their work connects to organization’s goals; keep everyone focused on priority goals and metrics
• Challenge team members to set and achieve ambitious goals and holds them accountable
• Mentor staff and develop talent for current and future organization needs

Risk Management

• Identify risks and notify direct report of any concerns that are within your purview and recommend best business practice
• Ability to raise escalations to direct report in a proactive manner

What We Are Looking For

• College Degree or equivalent work experience
• 5+ years of progressive experience in Software Engineering or Development Application support roles within the financial services industry
• 5+ years of Experience in managerial roles

Nice to Have

• Experience in correspondent clearing business or the Canadian Financial Industry
• Familiarity with Broadridge Dataphile, RPM, BPS or SIS
• Java, Appian or BPM Tools experience is considered an asset

Skills and Knowledge

• Experience with developing financial software applications
• Experience with managing a Development Support team
• Solid knowledge and working experience in Financial/Brokerage business environment with a particular focus on post‐trade, mid/back‐office applications
• Desire and commitment to excellent client service and able to prioritize and manage multiple issues
• Superior communication skills both written and oral; ability to effectively communicate technical material to non‐technical users
• Detailed oriented with excellent analytical skills
• Aptitude for probing and uncovering underlying low‐level details, technical issues and business constraints when dealing with problems
• Use of creativity in finding alternative solutions to business needs
• Able to work in and lead a team environment by sponsoring a collaborative approach in dealing with and partnering with fellow members
• Effective coaching skills
• Contribute to divisional and departmental initiatives by participating and contributing to the success of assigned projects
• Ability to adapt and change in a growing environment
• Has confidence and self‐motivation to be proactive
• Has a strong, calm demeanor in working with multiple clients and vendors.
• Strong knowledge and experience using Jira

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?

We are proud to be recipients of the following:

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.