Team Manager Advisor Service Centre Bilingual

• Engage employees in establishing clear and measurable goals that are documented to achieve business results.
• Daily on the spot coaching to provide feedback to team members to meet business objectives, prevent performance concerns and enhance individual performance
• Ensure direct reports have the tools to succeed and improve performance
• Mentor staff and develop talent for current and future organizational needs
• Ensure all direct reports have a documented development plan and progress update according to their action plans.
• Manages employees and team to achieve departmental standards in productivity, quality, and discretionary measures.
• Ensure all emails, voicemails, escalations are resolved by end of day.
• Model and hold employees accountable for portraying the corporate values and CS Corporate goals.
• Reward and recognize team members’ outstanding performance and contribution in an effort to develop and nurture talents for organizational progress.
• Team Members to be trained on specific tasks including outbound calls and Correspondence to handle Email, chat inquiry and NIGO situations.

• Ensures job accountabilities (standards, expectations) are clearly communicated and understood by direct reports.
• Manages employees and team to achieve departmental standards in
• productivity, quality, and discretionary measures.
• Ensure all emails, voicemails, escalations are resolved by end of day
• Work with Service Quality Analysts to understand trends and provide
• constructive feedback to the team.
• Manages excessive lateness, absenteeism, or other problematic issues that are demonstrated by any employee, with the assistance of HR Solutions as necessary.
• Coordinates on administrative issues such as scheduling, payroll, vacation requests, scheduling challenges
• Escalates unresolved items that are not completed in a timely fashion
• Review aged items report and follow-up until resolution

• Promote an environment where we are working closely with Sales on items
• that require immediate attention.
• Initiate system enhancements that benefit department or address
• systems/process deficiencies as required
• Ensure team has a consistent understanding of the CRA and ESDC regulations
• Regularly solicit ideas from direct reports and ensure client feedback is channeled thru the Voice of Customer and Voice of the employee program

• Project delivery and implementation on time and on budget.
• Contributes to internal policy and procedure changes documented list of challenges that relate to task of product.
• Communicate project and initiative launch to frontline agents.
• Coordinate all findings/ committees pertain to project delivery.

• 3 – 4 years of progressive experience working in the financial services industry, preferably in mutual funds or financial services industry.
• 1 – 2 years of experience managing, coaching, training, and developing employees in a customer service center environment.

• College degree (3- year program) or the equivalent work experience.
• University Degree (Bachelor’s Degree) would be considered as asset.
• Strong communication skills in English (written and verbal).
• Strong communication skills in French (written and verbal).

• Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC); or CFA are considered as assets.

• Industry/Business Expertise.
• Knowledge of mutual fund industry practices and standards.
• Communicates effectively, both verbal and written.
• Strong interpersonal skills.
• Ability to ensure exceptional customer service in dealings with internal and external clients.
• Proven experience in building and managing relationships with customers and team members.
• Consults with business partners and team members in developing solution.
• Contributes to a pleasant, cooperative, and collaborative work environment that includes teamwork, professionalism, and genuine respect approach to support the success of the team and co-workers

• Flexible working arrangements - 100% remote, hybrid, and in office options
• 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, that include up to $5000 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 2 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

• Canada's Top 100 Employers

• Great Place To Work® Certified

• LinkedIn Top Companies in Canada

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

• 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

Fidelity Investments