Job DescriptionPlease note:Current work authorization for Canada is required for all openingsThis is a regular, full-time roleYou will be working on a Hybrid work scheduleThe 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 AreAt 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.What You Will DoThe Team Manager, Customer Experience (CX) Investly will partner with the Digital Product Development (DPD) team and the organization at large to build out the CX function while driving product adoption and engagement with customers. This role will have the opportunity to build and maintain end-to-end customer service processes and support documentation while being the conduit of providing customer feedback and insights to the DPD team. The role will also be responsible for building out the function as the team grows while being in-charge of developing training/onboarding materials for new members.To succeed this person will be adaptable, commercially focused, highly analytical, and tech savvy – with the ability to coordinate with and influence a wide range of stakeholders. It is a hands‐on role focused on achieving business objectives and KPIs while delivering an exciting customer experience.Key ResponsibilitiesDrive Product AdoptionInteract virtually with users to address industry and product related questions to remove any barriers limiting product adoptionSupport clients to onboard and begin using application as quickly as possibleEngage with SMEs on a daily basis to assign and resolve incoming customer issues in a time bound environmentBuild the Customer Experience FunctionDevelop CX processes to optimize client journey across onboarding, engagement, and retentionSetting and tracking product support success metricsDrive product improvement by collecting and prioritizing client feedbackBuild and lead a high‐performing team that aligns with Fidelity's values and that collaborates well in cross‐functional environmentsWhat We Are Looking ForStrong critical thinking and problem‐solving skillsStrong organizational skillsExcellent communication and leadership skills, both written and oralThe ability to remain positive and professional in high‐pressure, challenging customer situationsDeep proficiency in using diverse digital tools requiredWhat You Will Bring3+ years of work experience in financial services in back‐office, sales, or client support required.University degree, or equivalent work experience required1 year of coaching, training, managing, and mentoring people is preferredExperience in working metrics and data‐driven organizations requiredExperience in client‐facing roles requiredExperience in digital products is preferredTotal Rewards That Reflect Your ImpactWe 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 $105,000 to $129,000, based on your 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.Some of the ways we will help you feel valued and supported as part of our team:Flexible working arrangements.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, which include up to $5,000 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 two 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 employersfor the last five years.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.Why Work at Fidelity?We are proud to be recipients of the following:AwardsCanada's Top 100 EmployersGreater Toronto's Top EmployersCanada's Top Family-Friendly EmployersCanada's Top Employers for Young PeopleGreat Place To Work® CertifiedBest Workplaces for InclusionBest Workplaces for Mental WellnessBest Workplaces for Today's YouthBest Workplaces for WomenBest Workplaces in Financial Services & InsuranceBest Workplaces in OntarioBest Workplaces with Most Trusted Executive TeamsLinkedIn Top Companies in CanadaHuman Resource Director (HRD) - Best Place To WorkHRD - 5-Star Benefit ProgramHRD - 5-Star Diversity & Inclusion EmployerDesignationsCanadian Compassionate Companies – CertifiedBenefits Canada's Workplace Advantages Award - Future of Work StrategyTalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in RecruitingCanadian HR Reporter's Most Innovative HR Team

📌 Team Manager Customer Experience Investly (Toronto)
🏢 Fidelity Canada
📍 Toronto