Fidelity Clearing Canada
financial services
TeamManagerServiceDelivery
“Team Manager Service Delivery at Fidelity Clearing Canada. Skills: Service Delivery, People Management, Process Improvement, Client Relationship Management. Oversee day to day activities of the Service Delivery team. Monitor intra-day activities and case volumes”
What You'll Achieve.
Deliver the highest quality of customer service; Meet or exceed SLO’s; Create an optimal positive experience for employees and clients; Ensure client expectations are surpassed; Deliver against business objectives; Deliver against service standards
Industry & Context.
Diagnose problem situations; Resolve issues; Excellent analytical and problem resolution skills; Navigate difficult situations
Current Work Authorization is required
What They're Looking For.
Must Have
3 year post-secondary education or equivalent work experience, 3-4 years progressive experience in operations or customer service within the brokerage or financial services industry
Nice to Have
Bilingual Proficiency in French and English (Written / Oral) is a asset, 1-2 years of experience in coaching and a people management type of role is an asset, Enrolment or completion of the Canadian Securities Course (CSC) is an asset
What You'll Do.
Oversee day to day activities of the Service Delivery team
Monitor intra-day activities and case volumes
Respond accordingly to changing conditions
Redirect resources within the team
Manage the service delivery model
Ensure items are addressed timely
Provide clear and concise resolutions
Foster an environment that promotes feedback
Manage day to day operation of the team
Ensure all direct reports have a documented development plan
Act as a change agent
Drive the client experience
Serve as internal liaison/advocate for clients
Identify client recommend initiatives and projects
Assist in development and execution of tactical action plans
Provide oversight of work completed by the team
Assist with escalations and case resolution
How You'll Work.
Team & Collaboration
Cross-functional coordination; Collaborates with management across divisions; Interactions with key support groups across FCC; Contributes to a pleasant, cooperative and collaborative work environment; Support the success of the team and co-workers
Communication Scope
Excellent verbal and written communication skills; Ability to write effectively; In person communication; Over the phone communication
Process & Methodology
Implement initiatives and projects, Develop and execute tactical action plans
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