Team Manager Processing (Toronto)

• Manage the day-to-day activities of the team of up to 15 Processing representatives.
• Responsible to ensure the group handles all NIGOs in a timely manner.
• Coaching, Development & Performance Management.
• Foster an environment that promotes feedback while managing day to day operation of the team within the Transfer Agent Processing Department.
• Oversee the day-to-day operations of the team to ensure the management and completion of incoming transactions in a timely manner as per the agreed Service Levels.
• Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities.
• Responsible for reviewing and analyzing workflow which includes process improvements; recommends/implements a course of action ensuring appropriate training for associates.
• Assists in or develops supervisory procedures that are designed to strengthen regulatory and risk controls for assigned area.
• Oversees the risk and exposure of the day-to-day work.
• Participates in all internal and external audit engagements; assists with remediation of all findings that impact scope of assigned work.
• Accountable for identifying issues and risks (financial & regulatory); resolves or escalates.
• Provides input into business planning and resource planning for their functional unit.
• Initiates and plays a project lead role in corporate and divisional projects and initiatives.
• Be a role model for our employees for delivering stellar quality customer service interactions to our internal and external customers to exceed their expectations and create a positive experience.
• Deliver seamless customer service through teamwork and collaboration. Continually searches for ways to improve customer service, including the removal of barriers and providing solutions.
• Collaborates with the senior management across the Client Services and IS divisions to resolve problems or enhance processes.
• Works with key business partners/and correspondents on projects and initiatives.

• 3 – 4 years progressive experience in operations or customer service within mutual funds or financial services industry, preferably in mutual funds.
• 1 - 2 years’ experience in coaching, managing people, training and/or developing employees.
• Knowledge of TAP policies and procedures or at a minimum back-office experience.

• College degree (3-year program) or equivalent work experience
• Strong communication skills in English (written & verbal).
• Strong communication skills in French (written & verbal) would be considered as an asset.

• Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) are assets

• Knowledge of mutual fund industry practices and standards
• Excellent knowledge of Fidelity’s programs and product offerings
• Strong organizational and product awareness
• Communicates effectively, both verbal and written
• Strong interpersonal skills
• Ability to ensure exceptional customer service in dealings with internal and external clients
• Ability to translate business requirements into operational policies, procedures, and processes
• Proven experience in building and managing relationships with customers and team members Consults with business partners and team members in developing solutions
• Looks for opportunities to partner and build networks across businesses
• Able to prioritize requirements and manage workload across team members
• Able to achieve results while working on conflicting priorities and timelines
• Able to address client escalations
• 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
• Works equally well independently and as part of a team
• Contributes to divisional and departmental initiatives by participating in and contributing to the success of assigned projects
• Identifies areas for improvements within the department and division
• Has confidence, drive and self-motivation to act proactively without waiting for direction
• Strong coaching skills
• Effective management skills including ability to motivate people

• 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

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