Job Title

Manager, Service Enhancement

Position Overview

Responsible for supporting and driving innovation throughout service delivery, overseeing the Client Services (CS) projects/initiatives portfolio, managing change, and coaching product owners and project analysts.

Responsibilities

- Support and drive innovation in service delivery.
- Oversee CS projects/initiatives portfolio and change management.
- Coach and manage product owners/project analysts to ensure Agile/Scrum best practices.
- Partner with business sponsors to support CS platforms and applications.
- Develop relationships with Client Services, Information Systems, and other partners.
- Create and manage product road maps with leaders and scrum teams.
- Work closely with senior CS leaders to support service delivery vision.
- Engage and collaborate with teams to implement key projects/initiatives that drive innovation, digitalization, and automation.
- Support projects that improve quality, reduce risk, and enhance client and employee experience.
- Manage overall CS projects portfolio and ensure cost, time, and delivery success.
- Develop and execute change management plans with CS leaders and partners.
- Deliver presentations to senior leaders.
- Lead CS product owners and project analysts, fostering a dynamic team setting.
- Conduct coaching sessions, manage performance, and drive engagement.
- Advocate Agile/Scrum best practices and conduct annual goal setting and performance reviews.
- Work with HR Business Partners on talent management strategies.
- Collaborate with product owners to support platforms and applications.
- Oversee development of enhancement road maps aligned to the service delivery vision.
- Ensure scrum teams perform necessary upgrades and checks.





Experience & Qualifications

- 5-7 years of relevant financial services experience, preferably in the mutual fund industry.
- 1-3 years of agile/scrum or project management experience.
- Experience leading or managing a team.
- Strong communication skills in English (verbal & written).

Education

- University degree (bachelor’s) or equivalent work experience.

Designations, Licenses, or Accreditations

- Product Owner Certification or other Agile/Scrum certifications (asset).

Benefits

- Flexible working arrangements – 100% remote, hybrid, and office options.
- Competitive compensation package (base salary $121,000–$146,000 plus discretionary bonus).
- Company contributions to RRSP without employee matching.
- Health benefits including up to $6,000 annually for mental health services.
- Parental leave top‑up to 100% of salary for 25 weeks.
- Home office equipment allowance up to $650.
- Paid volunteer days (2 per year).
- Professional development opportunities and tuition reimbursement.
- Diversity and inclusion programs and Employee Resource Groups.

Total Rewards

Base salary range of $121,000 to $146,000 with discretionary performance bonus and RRSP contribution after six months of employment.

Equal Opportunity Employment

Fidelity Canada is an equal opportunity employer. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veteran status, Aboriginal/Native American status or any other legally protected ground.

Accommodations

Accommodations are available upon request for candidates during the selection process.

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📌 Manager Service Enhancement (Toronto)
🏢 Fidelity Canada
📍 Toronto