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    Director Operations Core Services - Toronto, Canada - Fidelity Investments

    Fidelity Investments
    Fidelity Investments Toronto, Canada

    3 weeks ago

    Default job background
    Full time
    Description

    Description

    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 U.S.-based firms.

    For more information about Fidelity Clearing Canada, please visit

    Role Overview:

    The Director, Operations Core Services FCC is responsible for the overall management of FCC's Core Operations areas. Core duties include management and leadership of processes for the continuous improvements of the client experience. Work with senior management to make recommendations and implement changes that will focus on Risk reduction while ensuring we maintain an effortless client experience and generally increase employee performance. A commitment to excellence is demonstrated through continuous staff development, enhancing employee engagement & developing buisness knowledge.

    What You Will Do:

  • Lead the Core Service teams and be a key contributor in the overall development and evolution of the service delivery model for FCC and its clients.
  • Oversee complex business projects as well as escalated service & support issues come to quick resolution
  • Build & amend resolution workflows using enhanced technology for proper case management.
  • Develop strong relationships with key partners (Strategic Account Management/Retail Service Operations etc.), across FCC to make recommendations and implement changes which will enhance the client experience while mitigating risks.
  • Work with internal partners to suggest improvements to process and operations to better support clients.
  • Create a performance culture which attracts and maintains high caliber staff and fosters their development to reach their potential.
  • Ensures job accountabilities (standards and expectations) are clearly communicated and understood by direct and indirect reports.
  • Regularly coaches and provides feedback to help individuals meet their goals and business objectives.
  • Ensure that there is regular training occurring with all team members and proper oversight is taking place.
  • Manage the Voice of the Customer Program including developing, planning, scheduling and communicating all feedback and opinions from clients and to deliver optimal client and systems solutions through the process of research, analysis and implementation of key business requirements.
  • Responsibilities include but are not limited to assessing current systems and business procedures, eliciting input from business partners, documenting enhancement requirements, partnering with project team members to see enhancements through to implementation.
  • Ensure that all services provided to clients are being conducted in compliance with all legal and regulatory requirements, keeping current with any relevant changes in these environments. Identify trends as the first line of defense that could have potential risk to the firm and our clients

    • What We're Looking For

  • 7-10 years experience in the Financial Services industry, including a minimum of 5 years in a within the brokerage industry.
  • Minimum of 5 years experience in a people management role or equivalent work experience.
  • Three-year post secondary degree/diploma completed or equivalent work experience.
  • Solid understanding of brokerage industry and discretionary investment management industry.
  • Previous experience in an operations role or customer service role working directly with institutional Investment Brokers, Portfolio Managers clients within the brokerage industry.
  • Knowledge of relevant industry products, services and systems is an asset.
  • Canadian Securities Course (CSC) is an asset.

    • The Expertise You Bring:

  • Proven success in establishing exceptional client service and relationships- strong client centric approach in dealing with internal and external clients
  • Ability to think strategically to solve difficult problems and create additional value in client relationships
  • Exceptional verbal, interpersonal, and written communication skills with the ability to communicate to all audiences in a clear and compelling manner
  • Presentation skills- ability to present information to groups with the appropriate level of formality
  • Broad understanding of the retail investment and Portfolio Management landscape
  • Excellent analytical skills and attention to detail
  • Ability to prioritize, organize, and execute plans; exceptional ability to handle a variety of tasks simultaneously and efficiently
  • Ability to work within a quickly changing environment and remain composed under pressure
  • Ability to navigate across organization to get work accomplished on behalf of client and FCC
  • Ability to work as part of a team and adapt to the needs of the team as they arise
  • Confident in all levels of the business, with senior stakeholders
  • Strong negotiating skills to speed issues to resolution
  • Flexible approach allowing for changing priorities
  • Act as a strong mentor and coach to managers and associates
  • Demonstrated management and leadership skills to lead and motivate the team
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