Service Delivery Manager

Description:

As a Service Delivery Manager, you are the primary point of contact for overall service delivery to Introducing Broker and Portfolio Manager clients of FCC. You will act as a liaison between the client and the FCC back-office departments, ensuring that defined client service levels are being met. You will respond to enquiries and issues raised by clients and manage each client interaction from first contact to resolution. You will ensure that heightened issues are promptly escalated and resolved in a timely manner. These issues can be complex in nature and will require an understanding of the unique aspects of clients’ business and how they interact with FCC.

What You Will Do:

• Act as the central point of contact for FCC’s IB & PM clients for all service- related issues. Receive and respond to day-to-day inquiries/requests from clients, and manage and escalate client issues, accordingly, ensuring that a complete resolution is provided to clients within defined SLAs.

• Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada. Promote ease of doing business for front and middle offices through product and process education.

• Assess client situations and provide comprehensive solutions for items that have a short-term resolution timeframe; where an issue has a heightened sense of urgency, ensure senior level engagement to provide the client with a sense that the item has FCC’s appropriate attention.

• Use superior judgement to understand the impact of situations to the client, the end client and FCC. Act as an advocate for the clients by managing their expectations, establishing clear communication and keeping them informed of open issues and providing a superior level of service.

• Keep apprised of the continuously evolving FCC policies procedures as well as client specific processes.

What We’re Looking For:

• 3 year post-secondary diploma or relevant work experience

• 3-5 years' experience working in a client service or operations role within the financial services industry, preferably in the brokerage industry

• Solid understanding of brokerage industry and discretionary investment management industry is a nice to have

• Knowledge of Industry products, services and systems is nice to have

• Completion of Canadian Securities Course would be considered an asset

• French is considered an asset

The Expertise Your Bring:

• Proven success in establishing exceptional client service.

• Ability to build credibility and rapport with clients.

• Communicate to all audiences at different levels in a clear and compelling manner.

• Knowledge of operations offering, processes and policies.

• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Ability to prioritize tasks based on clients’ needs and make decisions.

• Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients.

• Strong computer skills including proficiency in Office - Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC’s product offerings.

• Excellent verbal and written communication skills - ability to write effectively, both in person and over the phone/email.

• Team player- ability to foster and maintain strong working relationships and work cooperatively with others.