Service Delivery Manager

Job Description

• You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

• The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

• Current work authorization for Canada is required for all openings.

Who We Are:

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.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.

The Purpose of the Role:

As a Service Delivery Manager, you are the primary point of contact for overall service delivery to Introducing Broker and Portfolio Manager clients of FCC. You will act as a liaison between the client and the FCC back-office departments, ensuring that defined client service levels are being met. You will respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution. You will ensure that heightened issues are promptly escalated and resolved in a timely manner. These issues can be complex in nature and will require an understanding of the unique aspects of clients’ business and how they interact with FCC.

What You Will Do:

• Act as the central point of contact for FCC’s IB & PM clients for all service- related issues.  Receive and respond to day-to-day inquiries/requests from clients, and manage and escalate client issues, accordingly, ensuring that a complete resolution is provided to clients within defined SLAs.
• Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada.  Promote ease of doing business for front and middle offices through product and process education.
• Assess client situations and provide comprehensive solutions for items that have a short-term resolution timeframe;   where an issue has a heightened sense of urgency, ensure senior level engagement to provide the client with a sense that the item has FCC’s appropriate attention. 
• Use superior judgement to understand the impact of situations to the client, the end client and FCC. Act as an advocate for the clients by managing their expectations, establishing clear communication and keeping them informed of open issues and providing a superior level of service.
• Keep apprised of the continuously evolving FCC policies procedures as well as client specific processes.

What We’re Looking For:

• 3 year post-secondary diploma or relevant work experience
• 3-5 years' experience working in a client service or operations role within the financial services industry, preferably in the brokerage industry
• Solid understanding of brokerage industry and discretionary investment management industry is a nice to have
• Knowledge of Industry products, services and systems is nice to have
• Completion of Canadian Securities Course would be considered an asset
• French is considered an asset

The Expertise You'll Bring:

• Proven success in establishing exceptional client service.
• Ability to build credibility and rapport with clients.
• Communicate to all audiences at different levels in a clear and compelling manner.
• Knowledge of operations offering, processes and policies.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to prioritize tasks based on clients’ needs and make decisions.
• Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients.
• Strong computer skills including proficiency in Office - Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC’s product offerings.
• Excellent verbal and written communication skills - ability to write effectively, both in person and over the phone/email.
• Team player- ability to foster and maintain strong working relationships and work cooperatively with others.

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $80,000 to $100,000, based on experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.

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 or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

•    Canada's Top 100 Employers  o    Greater Toronto's Top Employers  o    Canada's Top Family-Friendly Employers  o    Canada's Top Employers for Young People     •    Great Place To Work® Certified  o    Best Workplaces for Inclusion  o    Best Workplaces for Mental Wellness  o    Best Workplaces for Today's Youth  o    Best Workplaces for Women  o    Best Workplaces in Financial Services & Insurance  o    Best Workplaces in Ontario  o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada    •    Human Resource Director (HRD) - Best Place To Work  o    HRD - 5-Star Benefit Program  o    HRD - 5-Star Diversity & Inclusion Employer 

Designations •    Canadian Compassionate Companies – Certified  •    Benefits Canada's Workplace Benefits Award - Future of Work Strategy  •    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting  •    Canadian HR Reporter's Most Innovative HR Team