Job Description
About the OpportunityJob Type: PermanentCurrent work authorization for Canada is required for all openings.You will be working on a Hybrid office schedule as part of Fidelity’s dynamic working arrangement.About us:Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian securities marketplace. We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms, Canadian brokerage arms of U.S.-based firms and Canadian portfolio managers. For more information about Fidelity Clearing Canada, please visit https://clearing.fidelity.ca/Business Overview:The Team Manager, Operations, FCC manages a functional team of operations employees. This role manages the day to day operations of assigned teams ensuring processing volumes across all available queues and Service Level Opportunities (SLO) are met. This role is responsible for ensuring that Fidelity's brand and reputation is protected by adhering to Fidelity's compliance and risk framework. The Registered Products team is responsible for settlements with our Trustee, RSP and TFSA contributions/de-registrations, RESP administration, RRIF/LIF payment setup/recurring events, RRSP to RRIF rollovers, and Pension plan unlocking/administration.What You Will Do:1. Operations management
- Reviews the transactions of associates; ensures completion of daily volumes and identifies processing errors/trends; suggests plans to correct.
- Responsible for overseeing and assessing the daily workload of the respective operations team, to ensure accepted policies and procedures are adhered to, client needs are exceeded and that any risk to FCC or it's client is mitigated.
- Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities.
- Achieve performance metric targets, SLOs.& SLA’s
2. Compliance and risk management- Assists in or develops supervisory procedures that are designed to strengthen regulatory and risk controls for assigned team(s).
- Participates in internal and external audit engagements; assists with remediation of all findings that impact scope of assigned work.
- Accountable for identifying issues and risks (financial and regulatory); resolves where possible or escalates appropriately
- Responds and actions time-bound items within the timelines provided.
3. People management- Provide regular coaching and feedback to help employees meet business objectives and enhance individual performance.
- Ensure their employees understand the values, policies and procedures of Fidelity and their business unit.
- Ensure team receives the training on the skills and knowledge to proficiently perform the role.
- Ensure all your team members have yearly goals updated in the HRIS.
- Employees feel they have the necessary tools to perform and be successful at their job.
4. Provides input into business planning and resource planning for their functional unit- Provides subject matter expertise and plays a project lead role in corporate and divisional projects and initiatives, including client conversions.
- Participate on implementation of products, services and client business as it relates to their functional unit.
- Positive client experience from internal partners and external clients.
5. Working relationships.- Collaborates with other Operations Team Managers and senior management across internal operations departments to resolve problems or enhance processes.
- Collaborate with external business partners such as 3rd party vendors, custodians to communicate and resolve issues.
- Seeks out Continuous Improvement opportunities to enhance ease of doing business for clients and to further support the team
The Expertise You Bring:- Strong customer service orientation and excellent written and verbal communication skills
- Organized self-starter, with a customer service focus and ability to manage a team and complex tasks
- Effective management skills including ability to motivate people
- Proven experience in building and managing relationships with customers and team members.
- Contributes to divisional and departmental initiatives by participating in and contributing to the success of assigned projects
- Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings
We are in search of a candidate with the following:- 3+ years in Financial Services or 3 – 4 years progressive experience in operations or customer service within the brokerage or financial services industry
- Experience in coaching, training, mentoring, and leading people would be an asset
- University degree or equivalent work experience.
- Completion of Canadian Securities Course would be considered an asset.
- Being Bilingual in French is considered an asset
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