Manager, Client & Advisor Service

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. 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
Lead the successful transition of clients from retiring advisors to our Relationship Managers and Wealth Advisors in partnership with our operations/transition team
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
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
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
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
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; 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. No telephone inquiries or agencies please. o Greater Toronto's Top Employers o Canada's Top Family-Friendly Employers o Canada's Top Employers for Young People

• 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
• Human Resource Director (HRD) - Best Place To Work

o HRD - 5-Star Benefit Program o HRD - 5-Star Diversity & Inclusion Employer Designations
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporter's Most Innovative HR Team