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Manager Operations FCC

Fidelity Investments

This is a Contract position in Toronto, ON posted October 28, 2021.

Job Description

Given the current circumstances, employees will be working from home, 100% of time. As working conditions return to normal, they will be expected to be onsite

Established in Canada in 1987, Fidelity is committed to distinguishing itself as the premier provider of investment services for Canadians. In Canada, Fidelity employs more than 1000 employees in offices across the country.

Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms. For more information about Fidelity Clearing Canada, please visit https://clearingcanada.fidelity.com/ 

Purpose of the Role

The Manager, FCC Operations, manages a functional team of operations employees. This role manages the day to day operations of assigned teams ensuring processing volumes and service level agreements are met. This role is responsible for ensuring that Fidelity's brand and reputation is protected by adhering to Fidelity's compliance and risk framework.

Key Accountabilities

Operations Management

  • For the settlements function, the manager oversees, electronic, physical and foreign settlements and the messenger functions.

  • Reviews the transactions of associates; ensures completion of daily volumes and identifies processing errors/trends; suggests plans to correct.

  • Ensures all trades are settled either within the depository systems or physically on a daily basis.

  • Ensure accepted policies and procedures are adhered to and client needs are exceeded.

  • Acts accordingly to mitigate risk to FCC or its clients.

  • Provides functional area expertise, oversight, problem resolution, training, analysis, and reporting as required across a variety of group responsibilities.

  • Analyzes workflow which includes process improvements; recommends/implements a course of action ensuring appropriate training for associates.

  • Using continuous improvement methodologies, acts as an operations expert and proactively analyzes existing processes policies and procedures to continually search for and take initiative to improve and/or eliminate ineffective processes to improve customer service or gain Efficiencies. Performs role of project lead and recommends and/creates solutions

Compliance and Risk Management Oversight

  • 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.

  • Identifies issues and risks (financial & regulatory); resolves or escalates appropriately.

People Management

  • Engage employees in establishing clear and measurable goals that achieve business results;

  • Provide coaching and give feedback to employees in order to meet business objectives and enhance individual performance;

  • Ensures employees understand the values, policies and procedures of Fidelity and their business unit.

  • Ensure team receives the training on the skills and knowledge to proficiently perform the role.

  • Understand and demonstrate regulatory and risk supervisory obligations as appropriate to your role

Business Planning

  • Provides input into business planning and resource planning for their functional unit

  • Provides subject matter expertise and plays a project lead role in corporate and divisional projects and initiatives, including client conversions

  • Lead on implementation of products, services and client business as it relates to their functional unit.

Working Relationships

  • Collaborates with other Operations managers and senior management across internal operations departments to resolve problems or improve processes.

  • Works with key business partners/and correspondents on projects and initiatives.

  • Partners with external business partners such as 3rd party vendors, custodians to communicate and resolve issues.

Customer Service

  • Be a role model for our employees to deliver stellar quality customer service interactions to our internal and external customers in order to exceed the client expectations and create a positive experience.

  • Deliver seamless customer service through teamwork and collaboration. Continually search for ways to improve customer service, including the removal of barriers and providing solutions.

  • Ensures follow-up with customers to certify that the resolution of problems maintains customer satisfaction and loyalty.

  • Addresses customer needs by involving the right people (resources) at the right time. Actively interacts with external and/or internal customers to identify and anticipate requirements, expectations and needs.

  • Monitors key performance indicators daily to address factors that may be affecting the customer experience.

  • Monitors the interactions between associates and customers to ensure accuracy of information and manner in which service is delivered.

What We Are Looking For

  • More than 5 years’ experience in operations within the financial services industry, preferably within brokerage or correspondent clearing business, including 1-2 years’ experience coaching, training, mentoring or leading people

  • Experience in Settlements; domestic trade settlement preferred.

  • Previous experience in a people management role preferred

  • Completion of a 3-year post-secondary education

  • Strong customer service orientation

  • Strong written and verbal communication skills

  • Builds key partnerships

  • Builds effective teams; proven leadership qualities

  • Effectively managing multiple priorities

  • Strong coach and manager to employees

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. 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. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

  • Canada’s Top 100 Employers (4th consecutive year) 2020
  • Greater Toronto’s Top Employers (8th consecutive year) 2020
  • Canada’s Top Family Friendly Employer (3rd consecutive year) 2020
  • Imagine Canada, Caring Company
  • Canada’s Top Employer For Young People
  • National HR Awards – Best Corporate Social Responsibility Program Award, Venngo Healthy Workplaces Award
  • Workplace Benefits Awards – Health and Wellness Program
  • Canadian Compassionate Companies Award

Designations

  • A Canadian Compassionate Company
  • An Imagine Canada Caring Company
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