Lead innovation strategy and customer engagement while leveraging emerging technologies at Mastercard. Drive product development and forge partnerships to enhance commercial opportunities.
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
Job title
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