Strategic Account Associate

Fidelity Canada; Toronto; Hybride; CAD 65 000 - 90 000; Plein temps

Résumé du poste

Fidelity Clearing Canada (FCC) is seeking a Strategic Account Associate to ensure best-in-class client service for our brokerage clients. The SAA collaborates with Service Delivery, Client Support, operations and product teams to resolve escalations and drive process improvements.

The role requires three years in client service or operations within financial services, a university degree, and strong Excel/Salesforce skills.

Qualifications

• 3 years of experience in a client service or operations role within the financial services industry.
• Solid understanding of brokerage industry and discretionary investment management industry.
• University Degree - Business, Commerce, Finance (Science or Engineering also acceptable with the relevant experience in Financial Services industry) or equivalent work experience.
• Canadian Securities Course is considered as an asset.

Responsabilités

• Oversee the management of smaller firms client relationships.
• Act as a primary contact for clients for complex problems, escalations, or need for exception handling.
• Ensure timely, accurate and efficient resolution of client issues. Act as a strong change agent and drive the client service experience.
• Act as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are achieved.
• Identify existing and potential client issues, recommend, and implement initiatives and /projects and work with the Sr. SAM as required.
• Provide valuable input to senior levels to improve client experience and enhance CES/NPS.
• Recognize training opportunities for the client, identify learning needs and knowledge gaps to share with the strategic account manager and internal partners.
• Identify opportunities for improvement that enhance product/process for all clients. Report on improvements delivered and value (time or cost savings, client experience improvement).
• Provide oversight of client custom work ordersand leverage data to delivery insights to management to support strategy development.

Connaissances

Client service

Communication

Analytical thinking

Multitasking

Team collaboration

Formation

University degree

Canadian Securities Course (asset)

Outils

Excel

Salesforce reporting

Description du poste

Location: Toronto Office

Time Type: Full time

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.

The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

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. Fidelity Clearing Canada’s core values for solution delivery are centered around transparency, leadership, and collaboration.

What You Will Do

The role of the Strategic Account Associate "SAA" plays a vital part in ensuring FCC delivers the highest quality of customer service to our clients. The Strategic Account Associate works directly with FCC clients to resolve high priority escalations, lead client related projects and to identify opportunities for process and product improvements based on their intimate knowledge of the client’s needs. The SAA works with collaboratively with Service Delivery, Client Support, operational and product managers and other FCC departments to identify and facilitate opportunities for improvements. The SAA will have a curious mind, not accept the status quo, and will work with internal partners to develop opportunities for improved service levels. The SAA will track and monitor success of their achievements in improving client experience. They will also track and monitor client requirements for product improvements as well as facilitate the creation of Statements of work for billable activities. This role requires a strong knowledge of FCC’s offering, clients’ business lines & structures, including the unique aspects of the client’s business/product suite and how they interact with FCC.

Key Responsibilities

• Oversee the management of smaller firms client relationships.
• Act as a primary point of contact for clients when it comes to complex problems, escalations, or need for exception handling.
• Ensure timely, accurate and efficient resolution of client issues. Act as a strong change agent and drive the client service experience.
• Act as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are achieved.
• Identify existing and potential client issues, recommend, and implement initiatives and /projects and work with the Sr. SAM as required.
• Provide valuable input to senior levels to improve client experience and enhance CES/NPS.
• Recognize training opportunities for the client, identify learning needs and knowledge gaps to share with the strategic account manager and internal partners.
• Identify opportunities for improvement that enhance product/process for all clients. Report on improvements delivered and value (time or cost savings, client experience improvement).
• Provide oversight of client custom work ordersand leverage data to delivery insights to management to support strategy development.
• Ensure clients receive the appropriate levels of service. Works closely with all FCC departments to review and discuss client needs, understanding the issues and challenges from both the internal department and client perspective.

What We Are Looking For

• Organized self-starter, with a customer service focus and ability to manage multiple complex tasks.
• A curious, creative, and highly motivated results producer. Able to deliver against business objectives and service standards.
• Ability to build credibility and rapport with clients quickly.
• Ability to analyze and synthesize information to identify and understand issues and solutions, strong attention to detail.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to prioritize tasks based on clients’ needs and make decisions.
• Strong negotiation and partnership skills, with the ability to navigate difficult situations.
• Excellent verbal and written communication skills - ability to write effectively, both in person and over the phone/email.
• Strong knowledge of FCC Operations.
• Excellent computer skills including proficiency in Office - Excel and Salesforce reporting.
• Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings.
• Flexibility in working with multiple clients; professional, friendly, calm demeanor.
• Ability to represent FCC with a superior level of courtesy and professionalism.

The Expertise You Bring

• 3 years of experience in a client service or operations role within the financial services industry, preferably in the brokerage industry.
• Solid understanding of brokerage industry and discretionary investment management industry.
• University Degree - Business, Commerce, Finance (Science or Engineering also acceptable with the relevant experience in Financial Services industry) or equivalent work experience.
• Canadian Securities Course is considered as an asset.