VP Client Services

Fidelity Canada; Toronto; Hybrid; CAD 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Vice President of Client Services to lead operations and enhance client service efficiency. This role involves developing strategic business plans, overseeing multiple teams, and ensuring compliance with industry regulations. The ideal candidate will have extensive experience in management within the financial services sector, demonstrating strong leadership and negotiation skills. Join a dynamic team that values innovation and fosters a supportive environment for career growth, while making a meaningful impact on clients and communities. This position offers a unique opportunity to shape the future of client services in a forward-thinking company.

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

• 7-10 years’ experience in management in financial services.
• Minimum 3 years’ experience managing people in financial services.

Responsibilities

• Lead and manage multiple client-facing groups within the CS division.
• Oversee operations of transaction processing and contact centre groups.
• Maintain knowledge of legal and compliance issues in the industry.

Skills

Customer service focus

Negotiation skills

Change management

Written communication

Verbal communication

Analytical skills

Problem resolution

Relationship building

Education

University degree

IFIC Operations and Canadian Securities Course (CSC)

Job description

Job Description

You will be working on a predefined hybrid schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

How You’ll Make an Impact
The Vice President Client Services will conceive, develop, implement strategic business plans, procedures, and functions that will create greater efficiencies in business operations and further enhance our opportunities for servicing our client base. Also, the VP will lead, manage, coordinate, and oversee the daily activities of the department consisting of Directors, Managers and Client Service Representatives.

Key Accountabilities

1. Responsible for the management oversight and leadership of multiple clients facing groups within the CS division.
2. Oversees the operations of several transaction processing and contact centre groups.
3. Maintains up-to-date knowledge of legal and compliance issues in the department and across the industry.
4. Enterprise thinker able to lead effectively at strategic and tactical levels.
5. Create, monitor, enhance and present senior management reporting such as resource plans, performance measures, monthly operations updates, trend analysis and quality control measures.
6. Responsible for fostering existing relationships and strengthening them, and for innovative practices and ideas that support FIC’s overarching business goals, achieving service levels and significantly reduce operating costs.

The Expertise You Bring

1. Organized self-starter, with a customer service focus, and ability to multitask.
2. Strong negotiation and partner management skills.
3. Demonstrated change management and delivery capabilities at an enterprise level.
4. Excellent written and verbal communication skills.
5. Knowledge of the financial services industry, particularly the OSC and CIRO regulatory landscape.
6. Excellent analytical and problem resolution skills.
7. Ability to foster exceptional relationships with all levels while motivating team members.

What We Are Looking For Experience

1. 7-10 years’ experience in a management role in the financial services industry; including 5 years in a call centre or back-office environment.
2. Minimum 3 years’ experience directly managing people within the financial services industry.

Education

1. University degree required or equivalent work experience.
2. IFIC Operations and Canadian Securities Course (CSC) are an asset.
3. Bilingualism in English/French is an asset.

Some of the ways we’ll help you feel valued and supported as part of our team:

1. Flexible working arrangements.
2. Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.
3. Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, which include up to $5000 annually for mental health services and therapy.
4. Parental leave top-up to 100% of your salary for a period of 25 weeks.
5. Up to $650 for home office equipment.
6. Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice.
7. Diversity and inclusion programs, including an active network of Employee Resource Groups.
8. 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