Team Manager, Operations

Description:

Fidelity Canada, a trusted name in the Canadian financial services industry for over 35 years, is currently seeking a Team Manager, Operations - Banking for Fidelity Clearing Canada (FCC). This role is Hybrid, as per Fidelity Canada's Dynamic Working Policy.

About Fidelity Clearing Canada:
Based in Toronto, FCC is the leading independent clearing broker and custodian in Canada. It provides trade execution, clearing, custody, and back-office support services to Canadian-based brokerage firms and registered Portfolio Managers.

Key Responsibilities:

✅ Operations Management:

• Oversee day-to-day operations and ensure all processing volumes across various queues meet Service Level Objectives (SLOs).
• Review associate transactions, identify trends and errors, and suggest corrective plans.
• Monitor incoming requests to meet quality and response-time targets.
• Ensure all procedures align with Fidelity’s compliance and risk frameworks.
• Provide oversight, expertise, problem-solving, reporting, and functional area training as required.

✅ Compliance & Risk Management:

• Develop and maintain supervisory procedures to enhance regulatory and risk controls.
• Participate in internal and external audits.
• Identify and mitigate potential risks (financial and regulatory) and escalate when necessary.
• Ensure timely action on time-sensitive matters.

✅ People Management:

• Provide regular coaching, feedback, and performance management to employees.
• Ensure employees understand Fidelity’s values, policies, and procedures.
• Deliver training to develop the team’s skills and ensure access to all necessary tools and resources.
• Contribute to business and resource planning for the functional unit.
• Lead or participate in corporate and divisional projects and client conversions.
• Assist with product and service implementation, ensuring seamless client experiences.

✅ Collaboration:

• Work closely with other Operations Team Managers and senior leadership to resolve problems and improve processes.
• Collaborate with external partners like vendors and custodians to resolve issues.
• Identify and implement Continuous Improvement initiatives to improve ease of doing business and enhance the client experience.

Required Qualifications:

🎓 Education: University degree or equivalent work experience
📈 Experience:

• Minimum 3 years in Financial Services OR 3-4 years of progressive operations or customer service experience in brokerage/financial services.
• 1+ year of leadership experience (coaching, training, mentoring) is preferred.
  📚 Certifications: Canadian Securities Course (CSC) is a plus.
  🌐 Languages: Bilingual in French and English is an asset.
  💻 Strong communication, organization, and customer service skills, with the ability to manage complex tasks and adapt to new systems and products quickly.
  👥 Proven relationship management skills, both with clients and internal teams.

Benefits:
Fidelity Canada offers a comprehensive compensation and benefits package, along with:
✅ Canada’s Top 100 Employers recognition
✅ Dynamic, innovative work environment
✅ Comprehensive health, dental, vision coverage
✅ Retirement and savings plans
✅ Professional development opportunities
✅ Inclusive culture with a focus on mental wellness, diversity, and work-life balance

Awards & Recognition:
Fidelity Canada is proud to be recognized by:
🏆 Canada’s Top 100 Employers
🏆 Greater Toronto’s Top Employers
🏆 Canada’s Top Family-Friendly Employers
🏆 Best Workplaces for Inclusion, Mental Wellness, Youth, and Women
🏆 LinkedIn Top Companies in Canada
🏆 HRD 5-Star Diversity & Inclusion Employer

Diversity & Inclusion Commitment:
Fidelity Canada is an equal opportunity employer committed to fostering an inclusive workplace. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, family status, veteran status, Indigenous status, or any other legally protected ground.