Job Description
Current work authorization for Canada is required for all openings.
You will be working on a 100% remote schedule as part of Fidelity’s dynamic working arrangement.
Who We Are
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://clearing.fidelity.ca/
How You'll Make an Impact
The roles of Manager, Applications and Development Support is to play a key role in delivering the highest quality of customer services to our clients and vendors. The team manager is accountable for coaching, mentoring, training, and development of the Support team. Based on business priorities and in collaboration with the Manager, Business Applications and Support, the Manager will address issues raised in the support queue. The Manager will confer with key FCC application stakeholders and will support all FCC clients with their technology‐ related service issues. This role will mentor and provide direction to the Application & Development Support team. This role requires a strong knowledge of FCC’s Service and Support model, FCC’s Software Development Lifecycle, clients’ business lines and structures including our own internal FCC operational model. This role reports to the Director, Business and Application Support.
What You Will Be Doing
Application Support Management
Liaise Manage Technology Application Support staff responsible for providing development application support for FCC
Maintain technology support for clients when dealing across multiple Fidelity groups and external vendors
Participate in strategic planning of IT projects that have a companywide and/or department wide impact
Provide technical information and support for Audit inquiries working with the other FCC technical partners to complete audit deliverables and participate in improving the policies and procedures of the FCC technical department
Ensure that all requests raised by clients and users are handled timely and appropriately; and assists with Senior Management escalation where needed
Interact with clients, vendors, FCC employees and other Fidelity firm wide partners
Coordinate with off‐shore Development Application Support Team
Create best practices and standard operating procedures for the Development
Proactively review internal process gaps and client‐specific issues/problems and look for innovative solutions. Be creative and build a reputation as a problem‐solving partner to our clients and internal groups
Infrastructure, Network and Application Support
Ensures infrastructure, network, application enhancements and maintenance fixes within FCC/FIL/FIC/vendors are well supported from a technology level
Assists in ensuring FCC technology policies and procedures are adhered to
Defect Remediation
Client Experience
Deliver quality customer service interactions to our internal and external customers to create a positive experience
Take ownership of solving a customer’s problem promptly; use all available resources to achieve the best outcome
People Management
Adhere to all manager accountabilities, by exemplifying the Fidelity Values and leadership behaviors
Act in accordance with the understanding that your management role has an objective of developing and encouraging others to succeed by doing the right tasks at the right time – every day – to become the best they can possibly be
Evaluate performance and provide continual constructive feedback, coaching and guidance to strengthen team, individual effectiveness; provides challenging assignments to develop team members in establishing clear and measurable goals
Ensure team members have the tools to succeed and improve performance
Translate strategies into clear goals, plans, metrics for team/individuals
Ensure that team members understand how their work connects to organization’s goals; keep everyone focused on priority goals and metrics
Challenge team members to set and achieve ambitious goals and holds them accountable
Mentor staff and develop talent for current and future organization needs
Risk Management
What We Are Looking For
College Degree or equivalent work experience
5+ years of progressive experience in Software Engineering or Development Application support roles within the financial services industry
5+ years of Experience in managerial roles
Nice to Have
Experience in correspondent clearing business or the Canadian Financial Industry
Familiarity with Broadridge Dataphile, RPM, BPS or SIS
Java, Appian or BPM Tools experience is considered an asset
Skills and Knowledge
Experience with developing financial software applications
Experience with managing a Development Support team
Solid knowledge and working experience in Financial/Brokerage business environment with a particular focus on post‐trade, mid/back‐office applications
Desire and commitment to excellent client service and able to prioritize and manage multiple issues
Superior communication skills both written and oral; ability to effectively communicate technical material to non‐technical users
Detailed oriented with excellent analytical skills
Aptitude for probing and uncovering underlying low‐level details, technical issues and business constraints when dealing with problems
Use of creativity in finding alternative solutions to business needs
Able to work in and lead a team environment by sponsoring a collaborative approach in dealing with and partnering with fellow members
Effective coaching skills
Contribute to divisional and departmental initiatives by participating and contributing to the success of assigned projects
Ability to adapt and change in a growing environment
Has confidence and self‐motivation to be proactive
Has a strong, calm demeanor in working with multiple clients and vendors.
Strong knowledge and experience using Jira
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
o Greater Toronto's Top Employers
o Canada's Top Family-Friendly Employers
o Canada's Top Employers for Young People
• Great Place To Work® Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Today's Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer
Designations
• 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
