Client Support Manager - Toronto, Canada - Fidelity Investments

Fidelity Investments

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description

This is a fixed term contract role ending on November 2025._

What We Do

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 firms.

For more information about Fidelity Clearing Canada, please visit

What You Will Do:

The Client Support Manager has a thorough understanding of FCC's product suite and system set-ups/challenges, allowing them to use their skills and knowledge to support our clients (Introducing Broker and Portfolio Manager clients) of FCC.

Their use of the tools provided to them and ability to execute solutions to meet client expectations is critical to success in this role.

They are responsible for resolving incidents and triaging where required. line support team. Completes technical support system requests for clients such as technical issues and specific customization to the client.- Handle escalated support issues (problem/issue triage, management, and escalation) with strong decision making capabilities on recognizing the impact and when to escalate to the next level, ensuring clear and effective communication throughout the cycle of support; providing end-user assistance where required until the issue has been resolved.- Translate new product information into customer-facing support content, ensuring existing content is maintained and is up-to-date.

What We're Looking For:

3+ years' experience in service or operations support roles in financial services industry, preferably within the brokerage/carrying/custodian industry Completion of 3year postsecondary education or equivalent work experience Broadridge (Dataphile experience) is an asset Completion of Canadian Securities Course (CSC) is an asset

Expertise You Bring:

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 learn quickly and effectively prioritize tasks based on clients' needs, strong customer service focus
Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients
Strong computer skills including proficiency in Office
Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC's product offerings (Systems)
Team player

- ability to foster and maintain strong working relationships and work cooperatively with others

This is a fixed term contract role ending on November 2025._
Current work authorization for Canada is required for all openings._

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.

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

Human Resource Director (HRD) - Best Place To Work