Manager Service Enhancement

Fidelity Canada

Toronto, Ontario, Canada
Base: $121,000 to $146,000; bonus/equity: discreti...
On-site
Drive innovation in service delivery
Manage client services projects portfolio
Oversee product owners and project analysts
The Manager, Service Enhancement is responsible for supporting and driving innovation throughout service delivery to provide an effortless client experience

Job Summary

  • The Manager, Service Enhancement is responsible for supporting and driving innovation throughout service delivery to provide an effortless client experience.
  • Responsibilities include managing the overall Client Services projects/initiatives portfolio, overseeing coaching and performance management of Product Owners/Project Analysts, and partnering with business sponsors.
  • Fidelity Canada offers a competitive compensation package including base salary, discretionary bonus, RRSP contribution, comprehensive health benefits, parental leave top-up, and extensive professional development opportunities.

Matching Summary

The Manager, Service Enhancement is responsible for supporting and driving innovation throughout service delivery to provide an effortless client experience.

Salary

Base: $121,000 to $146,000; Bonus/Equity: Discretionary Performance Bonus; Benefits: Comprehensive health benefits, RRSP contribution

Skills & Requirements

Must-have

  • Drive innovation in service delivery
  • Manage Client Services projects portfolio
  • Oversee Product Owners and Project Analysts
  • Partner with business sponsors
  • Develop strong business relationships
  • Create and manage product road maps
  • Support service delivery vision/road map
  • Implement key projects/initiatives
  • Manage project portfolio from cost/time/delivery
  • Develop and execute change management plans
  • Lead Product Owners and Project Analysts
  • Conduct coaching and performance management
  • Support Client Services Platforms and Applications
  • Develop enhancement road maps for platforms

Nice-to-have

  • Agile/Scrum best practices
  • Drive digitalization and automation
  • Improve quality and reduce risk
  • Deliver presentations to Senior Leaders
  • Foster dynamic and engaging team environment
  • Employee development and upskilling
  • Attract, grow, and retain talent
  • Promote people programs and culture
  • Ensure platforms/applications run optimally
  • Leverage data to identify themes
  • Build a narrative and secure buy-in
  • Develop and leverage team capabilities

Key Requirements

  • 5-7 years financial services industry experience
  • 1-3 years agile/scrum or project management
  • Experience leading/managing a team
  • University degree or equivalent work experience
  • Product Owner Certification or Agile/Scrum certifications (asset)

Work Rights

Current work authorization for Canada

Tailored Resume

Cover Letter