Job Description
Current work authorization for Canada is required for all openings.

You will be working on a 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.

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 professionally.

Why Join the Client Experience Team?
Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity.

As a Client Experience Manager, the primary focus of the role is being the primary relationship owner, portfolio manager, advisor engagement lead.

How You’ll Make An Impact
The Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged challenges related to the complexity of the business they do with Fidelity.

The Client Experience Manager is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor’s offices. The CEMs support their advisor’s offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the “voice” of FIC’s operational service.

Key Accountabilities / Responsibilities

Relationship management

Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.

Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures.

Represent Fidelity in a professional manner, ensuring that we service clients with best practice business etiquette,



including in-person attendance upon request for advisor sales events or other client-facing meetings

Operational Expertise

Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.

Partner with internal clients to reinforce clients Effortless Experience

Coordinate with Advisor Sales and other internal partners to positively strengthen client’s loyalty

Promote and support Innovation and continuous improvement environment

Champion innovation and continous improvement

Promote and support new systems and services offerings.

Become an expert in influencing and ability to inspire change and promote digital adoption

Develop a deep understanding of advisor business models

Act as the expert on how each advisor’s team run their operations.

Organize service review discussions with clients and develop and execute action plans to address issues.

Confidently Lead Discussions and Provide Solutions to Business Problems

Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business.

Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.

Experience
What We Are Looking For

More than 3 years related work experience in the mutual fund or financial services industry (required)

Minimum of 2 years’ experience in in-bound call inquiries (required)

And/or

Minimum of 1 year experience in transaction and/or adjustment processing (required)

Experience with end-to-end customer relationship management is preferred

Education

Post-secondary degree or equivalent work experience

Designations, Licenses, or Accreditations

IFIC or CSC is preferred

The Expertise You Bring

Exceptional interpersonal skills, particularly on the telephone and sometimes in person, including conflict resolution, negotiation and problem-solving skills.

Excellent relationship building capabilities - Extremely organized, with associated time management skills. Proven experience in building and managing relationships with customers.

Excellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)

Robust self-motivation and proactive personality





Ability to work well under pressure

Ability to work equally well independently and as part of a team

Quick learner and ability to adapt to change

Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT

Familiar with call‑center technology

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 A competitive annual range of $62,000 to $101,000, based on your experience and qualifications.

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 [email protected].

Why Work at Fidelity?
Awards

Canada's Top 100 Employers

Greater Toronto's Top Employers

Canada's Top Family-Friendly Employers

Canada's Top Employers for Young People

Great Place To Work® Certified

Best Workplaces for Inclusion

Best Workplaces for Mental Wellness

Best Workplaces for Today's Youth

Best Workplaces for Women

Best Workplaces in Financial Services & Insurance

Best Workplaces in Ontario

Best Workplaces with Most Trusted Executive Teams

LinkedIn Top Companies in Canada

Human Resource Director (HRD) - Best Place To Work

HRD - 5-Star Benefit Program

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

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📌 Client Experience Manager (Ontario)
🏢 Fidelity Canada
📍 Ontario