Manager – Service Enhancement

As a key member of Fidelity’s Client Services division, the Manager – Service Enhancement will lead the creation and execution of a customer‑centered service delivery strategy. Working on a predefined hybrid schedule, the role involves leading cross‑functional Agile teams, driving digital innovation, and steering continuous improvement initiatives.

Work location: 483 Bay Street, Toronto until approximately late 2026; thereafter 3 Robert Speck Parkway, Mississauga. Current work authorization for Canada is required.

Responsibilities

• Support and drive innovation throughout our service delivery to provide an effortless experience to our clients.
• Oversee the Client Services (CS) projects/initiatives portfolio and lead change management across the division.
• Coach and manage Product Owners/Project Analysts to ensure Agile/Scrum best practices are followed and deliverables meet stakeholder needs.