Technical Director IS Business Enablement, Client Experience

Job Description

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Current work authorization for Canada is required for all openings.

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

Who We Are

The Technical Director will be responsible for managing all aspects of technical delivery and relationship management across the Client Experience business. This team plays a critical role in bringing together sales, service, relationship management, and marketing to deliver a seamless, consistent, and differentiated experience across every client touchpoint.

Acting as the primary technology lead for the portfolio, the Technical Director will serve as the Information Services (IS) technical subject matter expert and owner, as well as the single point of contact between IS and business leadership. The role is accountable for aligning technology strategy and delivery with business objectives, providing trusted technical guidance, and fostering strong partnerships across both business and technology teams.

They will also collaborate closely with other Technical Directors and technology leaders to ensure the seamless delivery of technology solutions and services that extend beyond their direct span of control, enabling an integrated and consistent experience across the organization.

The successful candidate will have a passion for technology and be able to articulate and execute on leading edge technology solutions in servicing Fidelity Investments Canada’s business units. They are an enterprise thinker with ability to lead effectively at strategic and tactical levels.

• Excellent understanding of the industry and will maintain strong relationships with industry partners and technology vendors, advocating for on-going improvement to the efficiency of FIC technology services, and ability to further enhance our business operations and services provided to our clients.
• They will participate in IS division strategic planning and implementation of new technologies and modern solutions, working closely with Information Systems Directors & Managers and Business Partners to align technology services with business goals.
• Work collaboratively with other departments within IS e.g. Information Security, Architecture, Infrastructure, Project Governance, Business Analysts, Quality Engineering, etc., to define and deliver optimal solutions to the supporting business will also be a key aspect of this role.
• Educated internal stakeholders on evolving technologies, measured by presentations done as new technologies arise and implementation of approved innovations.
• Ensure availability of applications, incident tickets’ resolution, development quality controls, and all other KPIs as defined in Director’s scorecard are met, and development and support processes follow the highest standards, leveraging the latest technology tools adopted in Fidelity.
• Work closely with the Vice President of Artificial Intelligence and their assigned business units in proactively identifying, shaping and enabling opportunities to apply responsible AI capabilities, while ensuring that AI use cases align with company standards, ethical principles, regulatory expectations and risk tolerance.
• Provide consultative leadership by developing a thorough understanding of the divisions within their assigned portfolio, influencing outcomes, aligning stakeholders, and enabling effective collaboration across the business and IS teams.

What We’re Looking For

• Completed University Degree or equivalent work experience
• 7+ years of technical architecture and delivery experience
• Minimum 5 years of IT or Operations management experience in the Financial Industry
• Experience in Financial Services/Mutual Fund/Asset Management Industry; working with relevant and progressive technology stacks.
• Demonstrated experience supporting and partnering with business leaders across complex financial services portfolios, including areas such as sales, service, relationship management, and marketing, with the ability to translate business objectives into technology strategies and solutions.
• Proven track record of enhancing, innovating and delivering technology solutions

The Expertise You Bring

• Excellent verbal, written and presentation skills.
• Strong management, interpersonal and diplomatic skills required to communicate with senior management across the organization.
• Excellent Financial industry knowledge, especially for Transfer Agency services.
• Proven knowledge of the development methodology with practical experience in the development life cycle.
• Demonstrated team leadership skills.
• Strategic planning skills and the ability to influence others.
• Strong influencing and conflict resolution skills

Some of the ways we’ll help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote, hybrid, and in office options
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy
• Parental leave top-up to 100% of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
• Diversity and inclusion programs, including an active network of Employee Resource Groups
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.

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 [email protected].

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