Relationship Manager, Advisor Services

Position Overview
The Relationship Manager, Advisor Services (“Relationship Manager”) ensures a positive service experience for Advisor and Branch teams by providing exceptional support for their designated branch locations.  They are a trusted first point of contact for incoming requests, issues and escalations across email and phone channels. They will liaise and maintain relationships between the business, Advisor Service Centre (ASC) and Fidelity Clearing Canada (our carrying broker) in responding to requests with a focus on operational and digital platform inquiries and ways to improve the experience of Advisor and Branch teams.

Key responsibilities include responding to service inquiries from designated Advisor and Branch Teams and actively monitoring open service inquiries being handled by ASC and other team members (as appropriate) to ensure successful resolution and positive experience.  The Relationship Manager will establish and lead a regular check-in with BM teams for designated branches, identify common themes, collaborate with internal and external teams to identify and recommend solutions and establish trust and confidence to improve overall experience for branch and advisor teams.

Duties and Responsibilities
•    Build relationships and establish trust as key contact to advisor teams in designated branches, working closely with the branch management team to manage expectations, resolve issues and follow up with appropriate parties
•    Accountable for service delivery for the branch and maintaining an interactive, supportive and informative branch check in process where both teams are learning from each other
•    Triage incoming requests from advisor and / or branch teams received by email, phone or other channels, quickly understand stakeholder needs from basic questions to complex support, prioritize and determine best path for resolution
•    Support level 1 and escalated platform and operational queries and / or assign requests to appropriate teams, queues and tiers for resolution, collaborating with other teams as needed
•    Drive continuous improvement by identifying, suggesting and actively participating in process improvements
•    Provide clear, friendly, and encouraging written communication to convey prompt, compassionate, and accurate information
•    Proactively alert leaders of escalations or potential service disruptions and assist as needed
•    Ensure necessary due diligence is taken to support the accuracy of all requests and enquiries
•    Understand and apply department operating policies and procedures
•    Additional duties as assigned

Qualifications
•    Minimum 5 years experience in financial services, preferably within brokerage or wealth management in a sales assistant or other front office capacity
•    Strong background in customer service that will be reflected in professional client interaction, ability to build relationships, and quality of service delivered
•    Team player, displays passion, empathy and an appropriate sense of urgency for servicing clients
•    Exercises strong decision-making skills and uses sound judgment
•    Experience successfully overseeing and implementing customer experience improvement plans & strategies to ensure customer loyalty
•    Experience establishing and growing relationships with all key internal and external stakeholders
•    An excellent listener with strong communication and conflict resolution skills
•    Ability to work in a fast-paced dynamic environment with multiple stakeholders
•    Ability to work independently with minimal guidance
•    Very thorough and detailed oriented
•    Comfortable with technology and able to explain features to others, with an appreciation for how digital solutions can be used to drive efficiency and effectiveness

Education
•    Canadian Securities Course (CSC) completed preferred
•    Post secondary education in business or a related discipline, or an appropriate combination of education and experience required