Operations Quality Control Specialist (New Accounts)

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

Job summary

An established industry player is seeking an Operations Quality Control Specialist to enhance service quality and operational efficiency. This role involves monitoring transaction processing, ensuring compliance with QI/FATCA/CRS documentation, and driving continuous improvements. You will analyze performance data, provide training recommendations, and contribute to a culture of excellence within operations. With a flexible hybrid working environment and a commitment to employee well-being, this position offers a chance to make a significant impact while being part of a supportive and inclusive team. Join a company recognized as one of Canada's Top 100 Employers and take your career to the next level!

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

• 3+ years in operations/client services in financial services preferred.
• Strong knowledge of QI/FATCA/CRS documentation and coding.

Responsibilities

• Monitor performance and ensure high standards of accuracy and efficiency.
• Analyze processing data to identify trends and areas for improvement.

Skills

Analytical Skills

Problem-Solving

Presentation Skills

Communication Skills

Team Collaboration

Education

Completed College Degree

Tools

Dataphile

Microsoft Office Suite

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.

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.

For more information about Fidelity Clearing Canada, please visit https://clearing.fidelity.ca/

The Opportunity:

As an Operations Quality Control Specialist, this position will be responsible for the administration of Quality Control (QC) of transactions within the Fidelity Clearing Canada (FCC) Operations teams. This role will be responsible for driving and maintaining a high-level of customer service across FCC. This is achieved through observing, in-depth monitoring, evaluating, and analyzing of operations processing. The role is also responsible for producing quality and trend analysis, reporting, and training support by providing feedback and recommendations to the Operations management team. This QC position will be focused on QI/FATCA/CRS documentation and coding.

What You Will Do:

• Monitor the performance of representatives within the Operations area to ensure they meet a high standard of accuracy, efficiency, and customer satisfaction.
• Monitor and evaluate overall processing quality to drive improvements in accuracy and prevent errors.
• Review not in good order processing requests to ensure accuracy and facilitate a superior service experience.
• Identify areas for optimization and enhancements to streamline the transaction processing workflow.
• Ongoing analysis and reporting of processing related data (Volumes, Errors, QC Rates and Quality) to identify trends and areas for improvement.
• Develop reporting to track processing quality, progress, and action plans; Provide monthly trend analysis with recommendations on strategies to improve quality performance.
• Through processing evaluation and monitoring, identify knowledge gaps or service opportunity trends and recommend training enhancements to the Management Team and Learning & Development.
• Look for and identify opportunities to make continuous improvements to the processes within the department to eliminate and mitigate risk as it relates to the business.

What We Are Looking For

• Completed College Degree or equivalent work experience.
• At least 3 years’ experience in operations and/or client services roles within the financial services industry (brokerage industry preferred), and/or in the corresponding clearing and custody business.
• Strong knowledge of department-related processes and tasks including Service Level Objectives.
• Hands on experience using Dataphile.
• Canadian Securities Course or IFIC certificate is an asset.

The Expertise You Bring

• Advanced knowledge/understanding of QI/FATCA/CRS documentation and coding.
• Understanding of Canadian and non-resident tax codings.
• Strong analytical skills and adept at problem-solving.
• Effective presentation skills with ability to lead meetings.
• Able to lead team projects.
• Good working knowledge of Microsoft office suite of products.
• Ability to work independently, manage and prioritize tasks efficiently, and meet deadlines.
• Ability to have professional conversations with colleagues to deliver feedback.
• Proven written and verbal communication skills.
• Strong team player and creates an inclusive team environment.

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, that include up to $5000 annually for mental health services and therapy.
• 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, tuition reimbursement, and monetary rewards for completing a required designation.

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. 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