Knowledge Base Content Manager

Job Description
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.
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://clearingcanada.fidelity.com/
How You’ll Make An Impact:
The Knowledge Base Content Manager is part of the FCC Product Solutions team and reports to the Director, Product Operations and Enablement. The Manager oversees FCC’s Resource Centre experience and content, which includes the client-facing knowledge base and support ticket intake experience as well as structure of content and accessibility of the same for FCC’s clients. They collaborate with developers, support teams, FCC’s clients, and other stakeholders to optimize current systems and develop new ways to provide clients with an optimal experience when accessing knowledge and how to content, submitting support tickets, and other related activities. This role focuses on enhancing the user experience to increase adoption of this self-serve channel, driving process improvements, streamlining content overall, and ensuring effective collaboration across training and support teams. This objective is achieved by leveraging data-informed insights, strong internal and client partnerships, and industry best practices with a focus on continuous improvement.
The Knowledge Base Content Manager is responsible for ensuring that clients can easily find answers related to FCC knowledge and have streamlined access to all relevant support channels. The Manager continuously seeks innovative methods to deliver an exceptional client experience.
What You Will Do:
1. Deliver an excellent client experience in FCC’s Resource Centre as part of the uniFide platform. This involves ensuring that the FCC Resource Centre is a comprehensive and user-friendly content repository and digital access to FCC’s client support channels.
Defined roadmap for FCC’s Resource Centre.
Effective guidance provided for Developers and other individuals supporting the delivery of enhancements to the client-facing Salesforce experience.
Deep understanding of adoption drivers for knowledge content, barriers and related industry best practices.
Alignment with relevant internal and external stakeholders.
Effective collaborate with Strategic Account Management and Product Implementation Manager to accomplish client engagement to align on priorities and effective implementation of enhancements.
Ensuring seamless integration with other tools and platforms within the uniFide ecosystem.
Positive feedback from clients.
2. Oversee the content strategy of FCC’s client-facing knowledge base and coordinate closely with the Client Training Manager to ensure the overall alignment of content structure within the Resource Centre.
Collaborate cross-functionally, and especially with FCC Client Services, to drive the creation of client-facing knowledge content, such as client-facing policies and procedures, or other operational and system-related how-to documentation.
Ensure the overall alignment of knowledge content with client and FCC business needs.
Regular audits of the knowledge content structure and alignment between available content and organization of the same (i.e. categories).
Collaborate with Training and Support teams creating content to structure content based on best practices and ensure easily accessible content placement in the Resource Centre.
3. Establish and monitor key performance indicators pertaining to the implementation and adoption of FCC’s Resource Centre.
Segmented user groups based on access to functionality in the Resource Centre (i.e. ticketing vs knowledge access).
Defined metrics for user adoption and retention (i.e. reduction in support tickets in correlation with knowledge content).
Regular reporting on adoption overall and success metrics of rolled out enhancements.
Use of engagement methods, such as surveys to measure user satisfaction with the Resource Centre.
Regular reviews and updates to the content strategy based on performance data and feedback, in collaboration with the Client Training Manager.
4. Build strong relationships with key stakeholders both within and outside FCC to foster collaboration and support for the Resource Centre.
Work with various departments and teams to establish clear goals, strategies and needs around knowledge content, and methods for managing the Resource Centre experience effectively.
Understand client experience and user journeys in detail.
Collaborate with Product Solutions Managers with regards to potential cross-product impact and understand and manage interactions and impacts between different products, ensuring a seamless integration and user experience.
Collaborate with third parties to manage integrations.
5. Use of continuous improvement methodologies to continually search newly established industry best practices and implementation of the same. Proactively improves and/or eliminates ineffective features/functionality to enhance service and delight clients.
Ongoing professional development and proven curiosity around new technologies and potential impact on the Resource Centre experience (i.e. Artificial Intelligence).
Regular updates and enhancements to the Resource Centre based on industry trends.
Strong network across the Fidelity organization.
6. Risk Management
Identify risks and notify management of any errors/mistakes immediately including any risk concerns that may not conform to standard practices and guidelines.
This includes making suggestions, asking questions, or providing feedback that could lead to improved processes and controls with reduced risk.
What We Are Looking For:
Strong analytical skills to understand client experience and user journeys in detail.
Proven curiosity around new technologies and their potential impact on the experience, ideally with experience in implementing AI for help/knowledge content.
In-depth knowledge of agile delivery methodologies, collaboration with technical resources (developers, Business Analysts, etc.) and general project management experience will be an asset.
Deep knowledge of relevant technologies must be combined with business acumen and excellent communication and listening skills.
Highly collaborative individual with strong influencing skills as well as being highly flexible and adaptable to differing audiences and circumstances.
Being bold and taking proactive charge of all responsibility areas.
Attention to detail to ensure accuracy and consistency of all deliverables.
Knowledge of adult learning principles, understand how adults learn, including the importance of engaging and interactive training sessions.
Demonstrated expertise in digital applications and foundational technical knowledge.
The Expertise You Bring:
Must haves:
5+ years’ experience in a Product Owner, Knowledge/content management/IT support delivery or Technical Support role within the financial services and brokerage industry
Proven project management experience
Solid knowledge and working experience in brokerage or banking business environment with focus on mid/back-office applications.
Experience communicating with executive-level clients and senior-level managers.
Sound understanding of content management software
Nice to haves:
Experience working with Salesforce and Salesforce Community
Education/Licenses/Registrations/Designations:
A minimum requirement of a university degree or equivalent work experience
Nice to have: Canadian Securities Course (CSC), Enrolment in or completion of the Salesforce Admin certificate is an asset. PMP or Scrum certification is an asset
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 $5000 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.
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 Read more