Team Manager Advisor Service Centre Bilingual

Team Manager Advisor Service Centre Bilingual

You will be working on a flexible hybrid schedule as part of Fidelity's dynamic working arrangement. Current work authorization for Canada is required for all openings. At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Business Overview

The Advisor Service Centre is an inbound call center and part of the larger Fidelity Investments Canada's Client Services division. The Advisor Service Centre provides premier customer service interaction support to investment advisors whereas the Transfer Agent Processing department is responsible for the mutual fund retail administration and execution of all financial and non-financial transactions within different account types and across several different product offerings. Our goal is to service and support Canadian investment professionals as they endeavor to prepare their clients for retirement and other significant life goals which demand focused financial management.

How You'll Make an Impact

The Team Manager, ASC Bilingual is responsible for managing the day-to-day activities of the Advisor Service Centre (ASC) team with an approximate of 10 to 15 direct reports. The Team Manager is accountable to the Advisor Service Centre Representative and/or Business Development representatives for coaching, mentoring, training, development and as well as contributing to building a strong team. They will use their strong operational knowledge to coordinate the delivery of services and to quickly and effectively address all client escalations.

In addition, the Team Manager is responsible to identify and implement process improvements to create an optimal positive experience for both the employees and our clients.

Key Accountabilities

Coaching, Development & Performance Management:

• Engage employees in establishing clear and measurable goals that are documented to achieve business results.
• Daily on the spot coaching to provide feedback to team members to meet business objectives, prevent performance concerns and enhance individual performance.
• Ensure direct reports have the tools to succeed and improve performance.
• Mentor staff and develop talent for current and future organizational needs.
• Ensure all direct reports have a documented development plan and progress update according to their action plans.
• Manages employees and team to achieve departmental standards in productivity, quality, and discretionary measures.
• Ensure all emails, voicemails, escalations are resolved by end of day.
• Model and hold employees accountable for portraying the corporate values and CS Corporate goals.
• Reward and recognize team members' outstanding performance and contribution in an effort to develop and nurture talents for organizational progress.
• Team Members to be trained on specific tasks including outbound calls and Correspondence to handle Email, chat inquiry and NIGO situations.

Operations Management:

• Oversee the day-to-day operations of the team to ensure we adhere to Service level Agreements on the phone, chat, email inquiries and work items.
• Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities.
• Ensures job accountabilities (standards, expectations) are clearly communicated and understood by direct reports.
• Manages employees and team to achieve departmental standards in productivity, quality, and discretionary measures.
• Ensure all emails, voicemails, escalations are resolved by end of day.
• Work with Service Quality Analysts to understand trends and provide constructive feedback to the team.
• Manages excessive lateness, absenteeism, or other problematic issues that are demonstrated by any employee, with the assistance of HR Solutions as necessary.
• Coordinates on administrative issues such as scheduling, payroll, vacation requests, scheduling challenges.
• Escalates unresolved items that are not completed in a timely fashion.
• Review aged items report and follow-up until resolution.

Partnership and Relationship Management:

• Work effectively with other business units such as L&D, Compliance, Sales, Marketing and other departments in Client Services to ensure we have adequate communication, training and/or policy changes to share with Front line agents.
• Promote an environment where we are working closely with Sales on items that require immediate attention.
• Initiate system enhancements that benefit department or address systems/process deficiencies as required.
• Ensure team has a consistent understanding of the CRA and ESDC regulations.
• Regularly solicit ideas from direct reports and ensure client feedback is channeled thru the Voice of Customer and Voice of the Employee program.

Project & Initiatives:

• Provides input into business planning and resource planning for their functional unit.
• Initiates and plays a project lead role in corporate and divisional projects and initiatives.
• Project delivery and implementation on time and on budget.
• Contributes to internal policy and procedure changes documented list of challenges that relate to task of product.
• Communicate project and initiative launch to frontline agents.
• Coordinate all findings/committees pertain to project delivery.

What We Are Looking For:

Experience:

• 3 – 4 years of progressive experience working in the financial services industry, preferably in mutual funds or financial services industry.
• 1 – 2 years of experience managing, coaching, training, and developing employees in a customer service center environment.

Education:

• College degree (3-year program) or the equivalent work experience.
• University Degree (Bachelor's Degree) would be considered as asset.
• Strong communication skills in English (written and verbal).
• Strong communication skills in French (written and verbal).

Designations, Licenses, or Accreditations:

• Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC); or CFA are considered as assets.

The Expertise You Bring:

• Industry/Business Expertise.
• Knowledge of mutual fund industry practices and standards.
• Communicates effectively, both verbal and written.
• Strong interpersonal skills.
• Ability to ensure exceptional customer service in dealings with internal and external clients.
• Proven experience in building and managing relationships with customers and team members.
• Consults with business partners and team members in developing solution.
• Contributes to a pleasant, cooperative, and collaborative work environment that includes teamwork, professionalism, and genuine respect approach to support the success of the team and co-workers.

Some of the ways we'll help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote, hybrid, and in office options
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy
• Parental leave top-up to 100% of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
• Diversity and inclusion programs, including an active network of Employee Resource Groups
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada's Top 100 employers for the last five years.

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