Team Manager Customer Experience Investly

Job Description

Please note:

Current work authorization for Canada is required for all openings

This is a regular, full-time role

You will be working on a Hybrid work schedule

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.

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 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.

The 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.

• Drive Product Adoption Interact virtually with users to address industry and product related questions to remove any barriers limiting product adoption
• Support clients to onboard and begin using application as quickly as possible
• Engage with SMEs on a daily basis to assign and resolve in-coming customer issues in a time bound environment
• Build the Customer Experience Function Develop CX processes to optimize client journey across onboarding, engagement, and retention
• Setting and tracking product support success metrics
• Drive product improvement by collecting and prioritizing client feedback
• Build and lead a high-performing team that aligns with Fidelity's values and that collaborates well in cross-functional environments

• Strong critical thinking and problem-solving skills
• Strong organizational skills
• Excellent communication and leadership skills, both written and oral
• The ability to remain positive and professional in high-pressure, challenging customer situations
• Deep proficiency in using diverse digital tools required

• 3+ years of work experience in financial services in back-office, sales, or client support required.
• University degree, or equivalent work experience required
• 1 year of coaching, training, managing, and mentoring people is preferred
• Experience in working metrics and data-driven organizations required
• Experience in client-facing roles required
• Experience in digital products is preferred

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 :
  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 .

• 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%…