Team Manager Processing

Fidelity Canada; Calgary; Hybrid; CAD 88,000 - 105,000; Full time

Benefits offered by this job

RRSP contribution after 6 months

Discretionary bonus

Job summary

Fidelity Canada in Calgary is seeking a Team Manager, Processing to lead a team of up to 15 representatives and ensure timely processing of mutual fund transactions. You will coach and develop staff, manage service levels, and collaborate with senior leaders to improve processes.

The role requires 3–4 years in operations or customer service within mutual funds, 1–2 years in coaching, and knowledge of TAP policies. Flexi hybrid schedule and Canada work authorization are required.

Qualifications

• 3–4 years progressive experience in operations or customer service within mutual funds or financial services industry, preferably in mutual funds.
• 1–2 years experience in coaching, managing people, training and/or developing employees.
• Knowledge of TAP policies and procedures or back-office experience.

Responsibilities

• Manage day-to-day activities of a team of up to 15 Processing representatives.
• Ensure the group handles all NIGOs in a timely manner.
• Provide coaching, development, and performance management.
• Foster feedback-promoting environment while managing day-to-day operations in the Transfer Agent Processing Department.
• Oversee day-to-day operations to ensure timely completion of incoming transactions per agreed Service Levels.
• Provide functional area expertise, oversight, problem resolution, training, analysis, and reporting as required.
• Review and analyze workflow, recommend and implement process improvements, and ensure appropriate training for associates.
• Develop supervisory procedures to strengthen regulatory and risk controls.
• Oversee risk and exposure of day-to-day work.
• Participate in internal and external audit engagements and assist with remediation of findings.
• Identify issues and risks (financial & regulatory) and resolve or escalate.
• Contribute to business planning and resource planning for the functional unit.
• Lead corporate and divisional projects and initiatives.
• Model stellar quality customer service and exceed expectations.
• Deliver seamless customer service through teamwork and collaboration.
• Collaborate with senior management across Client Services and IS divisions to resolve problems or enhance processes.
• Work with key business partners and correspondents on projects and initiatives.

Skills

Team management

Coaching

Customer service

Communication

English language

Education

College degree (3-year program) or equivalent

Job description

Job Description

• Flexi hybrid schedule as part of Fidelity dynamic working arrangement.
• Current work authorization for Canada required.
• Position based in Calgary, Alberta.
• Rotating shifts Monday‑Friday between 8 am and 8 pm EST for Processing team.

How You’ll Make An Impact

The Team Manager, Processing is responsible for ensuring quality, cost effective and timely processing of retail mutual fund account transactions. The Team Manager is accountable to engage and facilitate coaching, mentoring, training, development, resourcing, and the resolution of work escalations. They also identify and implement process improvements to create an optimal positive experience for employees and clients.

Key Accountabilities

• Manage day‑to‑day activities of a team of up to 15 Processing representatives.
• Ensure the group handles all NIGOs in a timely manner.
• Provide coaching, development, and performance management.
• Foster feedback‑promoting environment while managing day‑to‑day operations in the Transfer Agent Processing Department.
• Oversee day‑to‑day operations to ensure timely completion of incoming transactions per agreed Service Levels.
• Provide functional area expertise, oversight, problem resolution, training, analysis, and reporting as required.
• Review and analyze workflow, recommend and implement process improvements, and ensure appropriate training for associates.
• Develop supervisory procedures to strengthen regulatory and risk controls.
• Oversee risk and exposure of day‑to‑day work.
• Participate in internal and external audit engagements and assist with remediation of findings.
• Identify issues and risks (financial & regulatory) and resolve or escalate.
• Contribute to business planning and resource planning for the functional unit.
• Lead corporate and divisional projects and initiatives.
• Model stellar quality customer service and exceed expectations.
• Deliver seamless customer service through teamwork and collaboration.
• Collaborate with senior management across Client Services and IS divisions to resolve problems or enhance processes.
• Work with key business partners and correspondents on projects and initiatives.

Experience

• 3–4 years progressive experience in operations or customer service within mutual funds or financial services industry, preferably in mutual funds.
• 1–2 years experience in coaching, managing people, training and/or developing employees.
• Knowledge of TAP policies and procedures or back‑office experience.

Education

• College degree (3‑year program) or equivalent work experience.
• Strong communication skills in English (written & verbal).
• Strong communication skills in French (written & verbal) considered an asset.

Designations

• Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) are assets.

Expertise You Bring

• Knowledge of mutual fund industry practices and standards.
• Excellent knowledge of Fidelity’s programs and product offerings.
• Strong organizational and product awareness.
• Effective communication, both verbal and written.
• Strong interpersonal skills.
• Exceptional customer service for internal and external clients.
• Ability to translate business requirements into operational policies, procedures, and processes.
• Experience building and managing relationships with customers and team members and consulting with partners to develop solutions.
• Network building across businesses.
• Prioritization of requirements and workload management.
• Ability to achieve results while working on conflicting priorities and timelines.
• Escalation handling.
• Collaborative and respectful work environment contribution.
• Works independently and as part of a team.
• Participation in divisional and departmental initiatives.
• Identification of areas for improvement within department and division.
• Proactive self‑motivation.
• Strong coaching skills.
• Ability to motivate people.

Total Rewards That Reflect Your Impact

• Base Salary and Discretionary Performance Bonus. Total annual cash compensation (base salary plus target bonus) ranges from $88,000 to $105,000, based on experience and qualifications.
• RRSP Contribution. After 6 months of employment, Fidelity invests in your future with an RRSP contribution—no employee matching required.

Equal Opportunity Employment

Fidelity Canada is an equal opportunity employer. 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].