Hybrid Client Experience Manager

at Fidelity Canada

• Job title: Client Experience Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Client Experience Manager responsible for relationship management with advisors in Fidelity's financial services. Delivering exceptional operational service and promoting innovation in work processes.

Responsibilities

• Establish, build and maintain relationships with their advisors and key members of their offices
• Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures
• Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC
• Partner with internal clients to reinforce clients Effortless Experience
• Organize service review discussions with clients and develop and execute action plans to address issues
• Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business
• Act as the internal liaison/advocate for clients in interactions with key support groups across FIC

Requirements

• More than 3 years related work experience in the mutual fund or financial services industry (required)
• Minimum of 2 years’ experience in in-bound call inquiries (required)
• And/or Minimum of 1 year experience in transaction and/or adjustment processing (required)
• Experience with end-to-end customer relationship management is preferred
• 3-year College degree or equivalent experience
• Bilingualism in French and English (written & verbal) is an asset
• Designations, Licenses, or Accreditations IFIC or CSC is preferred

Benefits

• 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