Operations Quality Control Specialist (Transfers) Full Time

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.
Current work authorization for Canada is required for all openings.

Business Overview:

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/

The Opportunity:

As an Operations Quality Control Specialist, this position will be responsible for the administration of Quality Control (QC) of transactions within the Fidelity Clearing Canada (FCC) Operations teams. This role will be responsible for driving and maintaining a high-level of customer service across FCC. This is achieved through observing, in-depth monitoring, evaluating, and analyzing of operations processing. The role is also responsible for producing quality and trend analysis, reporting, and training support by providing feedback and recommendations to the Operations management team

What You Will Do:

Monitor the performance of representatives within the Operations area to ensure they meet a high standard of accuracy, efficiency, and customer satisfaction.

Monitor and evaluate overall processing quality to drive improvements in accuracy and prevent errors

Review not in good order processing requests to ensure accuracy and facilitate a superior service experience.

Identify areas for optimization and enhancements to streamline the transaction processing workflow

Ongoing analysis and reporting of processing related data (Volumes, Errors, QC Rates and Quality) to identify trends and areas for improvement.

Develop reporting to track processing quality, progress, and action plans; Provide monthly trend analysis with recommendations on strategies to improve quality performance

Through processing evaluation and monitoring, identify knowledge gaps or service opportunity trends and recommend training enhancements to the Management Team and Learning & Development.

Look for and identify opportunities to make continuous improvements to the processes within the department to eliminate and mitigate risk as it relates to the business

What We Are Looking For

Completed College Degree or equivalent work expereince

At least 3 years’ experience in operations and/or client services roles within the financial services industry (brokerage industry preferred), and/or in the corresponding clearing and custody business

Strong knowledge of department-related processes and tasks including Service Level Objectives

Hands on experience using Dataphile

Canadian Securities Course or IFIC certificate is an asset

The Expertise You Bring

Strong analytical skills and adept at problem-solving

Effective presentation skills with ability to lead meetings

Able to lead team projects

Good working knowledge of Microsoft office suite of products

Ability to work independently, manage and prioritize tasks efficiently, and meet deadlines

Ability to have professional conversations with colleagues to deliver feedback

Proven written and verbal communication skills

Strong team player and creates an inclusive team environment

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