Operations Quality Control Specialist (New Accounts)

Fidelity Canada; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking an Operations Quality Control Specialist to enhance the accuracy and efficiency of new accounts. This role involves monitoring performance, evaluating processing quality, and identifying workflow improvements within a dynamic hybrid work environment. The ideal candidate will possess strong analytical and problem-solving skills, along with a solid background in financial services. Join a forward-thinking team that values diversity and offers competitive compensation, health benefits, and professional development opportunities.

Benefits

Flexible working arrangements

Competitive compensation

Employer-paid health benefits

Generous parental leave

Home office equipment allowance

Volunteer days

Professional development programs

Diversity programs

Qualifications

• Minimum 3 years of experience in operations or client services within financial services.
• Strong knowledge of department processes and Service Level Objectives.

Responsibilities

• Monitor representatives' performance to ensure accuracy and customer satisfaction.
• Analyze processing data to identify trends and areas for improvement.

Skills

Analytical Skills

Problem-Solving

Communication Skills

Client Services Experience

Workflow Improvement

Education

College Degree or Equivalent Experience

Tools

Dataphile

Job description

Operations Quality Control Specialist (New Accounts)

Join to apply for the Operations Quality Control Specialist (New Accounts) role at Fidelity Canada.

Job Description

This position involves working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

Business Overview

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.

Job Responsibilities

• Monitor the performance of representatives to ensure accuracy, efficiency, and customer satisfaction.
• Evaluate overall processing quality to improve accuracy and prevent errors.
• Review processing requests to ensure correctness and enhance service experience.
• Identify opportunities for workflow improvements and process optimizations.
• Analyze and report on processing data to identify trends and areas for improvement.
• Develop quality reports and provide monthly trend analyses with strategic recommendations.
• Identify training needs and recommend enhancements to management and learning teams.
• Propose continuous process improvements to mitigate risks.

Qualifications

• Completed college degree or equivalent work experience.
• Minimum 3 years of experience in operations or client services within financial services, preferably brokerage or clearing business.
• Strong knowledge of department processes and Service Level Objectives.
• Experience with Dataphile is required.
• Knowledge of QI/FATCA/CRS documentation and coding, including Canadian and non-resident tax codes.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently, prioritize tasks, and lead team projects.

Benefits and Support

• Flexible working arrangements including remote, hybrid, and in-office options.
• Competitive compensation and employer-paid health benefits.
• Generous parental leave and home office equipment allowance.
• Volunteer days, professional development, and diversity programs.

Additional Information

Fidelity Canada is an equal opportunity employer committed to diversity and inclusion. Accommodations are available during the application process upon request.