Team Manager Processing

Position Overview

The Team Manager, Processing is responsible for ensuring quality, cost‑effective and timely processing of retail mutual fund account transactions. The role is based in Calgary, Alberta and requires a flexible hybrid schedule with rotating shifts Monday through Friday between 8 a.m. and 8 p.m. EST. Current work authorization for Canada is required for all openings.

• Manage day‑to‑day activities of a team of up to 15 Processing representatives.
• Ensure timely resolution of not‑in‑good‑order (NIGO) items and maintain agreed Service Levels.
• Coach, mentor and develop team members, fostering an environment that promotes feedback.
• Oversee risk and exposure of day‑to‑day work, participating in internal and external audits and remediation of findings.
• Identify and implement process improvements, including workflow analysis and regulatory risk controls.
• Provide functional expertise, problem resolution, training, analysis, and reporting.
• Participate in corporate and divisional projects, often leading initiatives that improve service quality.
• Maintain high‑level customer service, resolving escalations and collaborating with senior management across Client Services and IS divisions.

• 3–4 years progressive experience in operations or customer service within mutual funds or financial services industry.
• 1–2 years of experience coaching, managing people, training and/or developing employees.
• Knowledge of TAP policies and procedures or back‑office experience.
• College degree (3‑year program) or equivalent work experience.
• Strong verbal and written communication skills in English;
  French is an asset.
• Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) are assets.

• Knowledge of mutual fund industry practices and standards.
• Excellent organizational and product awareness, and excellent communication skills.
• Strong interpersonal skills and ability to ensure exceptional customer service.
• Ability to translate business requirements into operational policies, procedures and processes.
• Proven experience building and managing relationships with customers and team members.
• Skill in prioritizing requirements and managing workload across conflicting priorities.
• Strong coaching and effective management skills, including motivation of people.

Base Salary and discretionary performance bonus range from $88,000 to $105,000, based on experience and qualifications. After six months of employment, an RRSP contribution is provided (no employee match). The compensation package aligns with provincial pay transparency requirements.

Fidelity Canada is an equal‑opportunity employer. We will consider qualified applicants 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 is available upon request. If you require an accommodation, please email us at Fideli
.