Director Advisor and Client Experience

Job Responsibility: 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. 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. What You'll Do The Director Advisor and Client Experience will be leading and coaching our Wealth Advisors and Relationship Managers to execute and deliver on our Holistic Wealth strategy. The incumbent will collaborate with our Fidelity business partners in legal, compliance, marketing, operations, human resources, and Fidelity Clearing Canada to provide exceptional client service. The successful candidate will be responsible for onboarding retiring advisors and overseeing the successful transition of clients to our Wealth Advisors, along with collaborating with the Learning and Development team to provide training, develop, and implement practice management ideas to better serve our customers. The Director Advisor and Client Experience will play a key role in the development/achievement of defined goals for advisors through the profitable delivery of superior client service and high-quality wealth management solutions to our customers, as well as recruitment of the experienced advisors. How You'll Make an Impact

• Leadership and Coaching

• Provide direction, support and feedback to Relationship Managers (RM) and Wealth Advisors (WA) in dealing with complex client issues
• Build close working relationships with internal stakeholders and provide strategic direction to help achieve goals
• Establish and facilitate the sharing of best practices to enhance operational efficiency and enhancement of client experience
• Lead the successful transition of clients from retiring advisors to our Relationship Managers and Wealth Advisors in partnership with our operations/transition team
• Understand competitive landscape in terms of best practices within the industry

• Define KPIs for the advisor teams and a strategy to deliver an exceptional client experience

• Build service level guidelines to help advisors deliver exceptional client experience
• Lead and drive a customer focused culture through by working with advisors to deepen client relationships and leverage other Fidelity Wealth business partner to help clients achieve their goals
• Work with business leaders to manage the development, communication, implementation and measurement of operational activities
• Develop a network of external COI that can be leverage by our advisors to support our clients requirements

• Establish Fidelity's presence within Wealth Management Space

• Identify opportunities to develop and execute strategies that will maximize market penetration and increase customer loyalty
• Find opportunities for Fidelity to speak at industry events and attend conferences/industry events

• Lead the risk mitigation strategy, ensuring effective management controls are in place

• Maintain a high degree of working knowledge of regulatory and legislative requirements across the country

• Work with Compliance on regulatory policies /procedures and legal team to implement regulatory changes

• Recruitment and development

• Responsible for recruiting and growing our Wealth advisors and Relationship Managers in key markets as our pipeline of transitioning advisors grows
• Partner with our Business Development VP during the recruitment cycle to demonstrate the value of Fidelity for prospective retiring advisors and their clients
• Participate and work with the wealth team and the broader Fidelity ecosystem to design a best in class showcase for prospective retiring advisors
• Develop a strong culture of learning whereby the team can develop their skills through training, conferences, and increased transparency into partner systems
• Review business continuity plan (BCP) is in place and understood by all staff in the event of a work interruption

What We're Looking For

• University degree in Business, Commerce, Finance/related fields or equivalent work experience
• 10+ years of relevant experience including experience leading advisors or client facing teams within wealth management
• Must have CSC, CPH, WME, Branch Managers Course, Derivatives and Options Course, Options and Derivatives Supervisor
• Bilingual in French is an advantage
• Post graduate experience, Securities Course (e.g. CIM, CFA) Partners, Directors and Senior Officers Course (PDO) is an asset

What You'll Need

• Exceptional communication skills: ability to articulate complex scenarios clearly and succinctly
• Networking and collaborating: build and sustain meaningful relationships with key stakeholders in order to achieve the goals of the group
• Innovation: willing to take risks and challenge the conventional wisdom to build products, services and channels
• Strategic perspective: translate the broader organization's business strategy into a clear vision and direction; articulate the vision clearly to build awareness, credibility and commitment
• Drive for results: take accountability to deliver on the key priorities of the group; build a clear plan to ensure success

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 View email address on ca.edajobs.com . 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