Client Services Manager

Overview

This opening represents a partner company's search for a Client Services Manager based in Canada with full remote work flexibility. The role centers on leading and transforming client service operations within a growing financial services environment, driving improvements in both client and advisor experiences through strategic leadership and innovation.

Key Responsibilities

• Provide leadership and mentorship to the Client Services team, including recruiting, onboarding, training, managing performance, and boosting employee engagement.
• Set departmental goals, workforce strategies, service approaches, and operational plans aligned with overall company objectives.
• Manage all policy servicing activities such as policy maintenance, ownership changes, beneficiary updates, carrier transfers, and related tasks.
• Monitor team workloads, staff needs, and plan capacity to sustain service levels, especially during growth phases.
• Serve as the primary escalation contact for complex client service challenges, operational difficulties, and partner issues.
• Build and nurture strong collaborations with external partners to enhance service quality and operational effectiveness.
• Work cross-functionally with operations, compliance, finance, technology, and leadership teams to ensure smooth service delivery.
• Create and maintain standard operating procedures, workflows, training materials, and knowledge documentation.
• Lead initiatives aimed at operational improvements to increase efficiency, shorten cycle times, and improve scalability.
• Identify and introduce automation, AI, and other technological solutions to boost productivity and service quality.
• Implement quality assurance practices, conduct audits, analyze trends, and take corrective steps as needed.
• Ensure adherence to regulatory standards, privacy policies, and mitigate operational risks.
• Utilize reporting tools, dashboards, and performance metrics to drive data-informed decisions and executive reporting.
• Develop educational content and communication strategies to improve accuracy and reduce operational mistakes.

Qualifications

• Between 5 to 7 years of increasing responsibility in life insurance, financial services, wealth management, or related operational roles.
• At least 3 years in leadership or management positions overseeing operations or service teams.
• Solid understanding of life insurance policy servicing procedures and industry standards.
• Experience managing KPIs, SLAs, operational reports, and team performance metrics effectively.
• A track record of leading operational transformation and process enhancement projects.
• Familiarity with workflow automation, AI applications, and digital transformation initiatives.
• Strong knowledge of servicing practices involving multiple external partners and complex operational frameworks.
• Excellent communication skills, both written and spoken, alongside strong organizational and project management abilities.
• Demonstrated problem-solving, analytical, and decision-making competencies.
• Experience creating standard procedures, training materials, and operational documentation.
• Collaborative working style across teams with the ability to manage competing priorities.
• Must reside in Canada and have legal authorization to work there.

Benefits

• Competitive yearly salary ranging between 75,000 and 80,000 CAD dependent on experience and qualifications.
• Comprehensive group benefits including health, dental, vision, disability, and life insurance coverage.
• Employee group savings plan participation.
• Access to mental health resources and Employee Assistance Programs.
• Option to work fully remotely throughout Canada.
• Continuous training and professional development opportunities.
• Long-term career advancement within a growth-oriented organization.
• Collaborative work environment featuring experienced professionals and leadership.
• A culture emphasizing integrity, respect, innovation, and ongoing improvement.

Additional Information

The hiring process is handled by a partner company using AI-driven candidate matching to evaluate applications fairly and efficiently. Final recruitment decisions and subsequent steps are managed internally by the partner. Applicants acknowledge data privacy terms and the use of AI tools supporting the recruitment process but decisions remain human-led.