Call Center Operations Manager Jobs in Toronto, ON

Please Note:

• Current work authorization for Canada is required for all openings.
• This is a full-time regular role.
• 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.

Who We Are:

Fidelity Investments is a world leader in mutual funds and ETF management. We pride ourselves in proprietary and disciplined research-driven investing. We offer a complete line of products and services to investors through a network of third-party brokers and financial advisors. Our primary goal is to support investment professionals as they endeavor to prepare their clients' retirement and other significant life goals which demand focused financial management.

The Opportunity:

The Manager, IT Production Operations is responsible for leading the enterprise 24/7 production operations function, ensuring the stability, reliability, and controlled execution of business-critical systems, data flows, and infrastructure. This role oversees workload automation, real-time system monitoring, managed file transfer services, and Data Centre operations, ensuring timely detection, triage, and escalation of production issues. The team operates as the firm's operational command center, executing runbooks and maintaining service continuity across on-premises, cloud, and hybrid environments. The role partners closely with Infrastructure, Applications, Security, Release Management, and Major Incident teams.

Responsibilities:

Production Operations Leadership

• Lead and manage a 24/7 production operations team.
• Ensure continuous monitoring of infrastructure, applications, data pipelines, and file transfer processes.
• Establish operational standards for alert response and escalation.
• Ensure effective coverage models including shift and on-call support.

Workload Automation, Batch & File Transfer Orchestration

• Own enterprise workload automation and MFT platforms (e.g., Control-M, Control-M MFT and GoAnywhere MFT).
• Ensure successful batch execution and end-to-end file movement for EOD/EOM and critical business cycles.
• Optimize scheduling, dependencies, and restart logic.
• Monitor and remediate failed or delayed file transfers, ensuring SLA adherence.

Incident Participation & Operational Response

• Act as operational domain lead during production incidents.
• Execute runbooks for application, infrastructure, file transfer, and Data Centre related issues.
• Escalate to L2/L3 teams and vendors as required.
• Support root cause analysis and post-incident reviews.

Production Readiness, Change & Release Coordination

• Ensure production readiness for releases impacting applications, infrastructure, MFT, or Data Centre.

• Validate monitoring, runbooks, and operational support models prior to deployment.
• Coordinate production schedules and maintenance windows.
• Identify and mitigate conflicting or high-risk changes.

Data Centre Operations Management

• Provide operational oversight of enterprise Data Centre environments.
• Coordinate infrastructure changes, IMAC activities, and vendor engagements.
• Oversee access controls, operational compliance, and security adherence.
• Support incidents related to power, cooling, hardware, and physical infrastructure.

Operational Governance & Continuous Improvement

• Maintain operational runbooks, procedures, and standards
• Track and report key metrics including availability, SLA attainment, and incidents
• Drive continuous improvement initiatives across operations, MFT, and Data Centre processes
• Support audit, risk, and compliance activities

Skills and Knowledge

• Operational leadership
• Real-time decision-making
• Analytical mindset
• Strong communication
• Attention to detail
• Cross-team collaboration

Job Related Experience

• Minimum 5+ years of management experience.
• Hands-on experience with workload automation and batch processing platforms.
• Experience operating Managed File Transfer platforms in enterprise or regulated environments.
• Strong understanding of secure data transfer protocols and best practice.
• Experience participating in incident response and operational recovery.
• Strong communication and leadership skills in high-pressure environments.

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That's why we offer a competitive compensation package designed to support your success today-and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $152,000 to $176,000, based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution-no employee matching required.

We're proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organization-an opportunity to step into a role where your talents will make a meaningful difference.

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 of 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 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