Senior Manager, Client Operations

Overview

This senior leadership position is dedicated to overseeing and enhancing client operations within a rapidly expanding financial technology firm based in Canada. The role involves ownership of service delivery, operational quality, and exceptional customer experience across large-scale payment programs.

Serving as a nexus between fintech operations, technical incident management, automation, and strategic client engagement, the role demands guiding teams, refining support models, and spearheading initiatives that boost operational efficiency while safeguarding service excellence.

This opportunity includes influencing operational strategies, modernizing support infrastructures, and implementing advanced AI-driven technologies. Collaboration with technical teams, external partners, and senior stakeholders ensures robust and scalable operations.

Key Responsibilities

• Own and manage overall service performance metrics including service levels, first contact resolution, response speed, customer satisfaction, backlog oversight, and cost effectiveness.
• Lead technical incident responses during production issues by coordinating engineering, partner, and client communications in critical scenarios.
• Oversee root cause analysis workflows to guarantee thorough investigations, prompt resolution, and effective corrective measures.
• Serve as a senior operations liaison for enterprise clients, maintaining strong communication channels, operational reliability, and transparency.
• Manage client and cardholder support across multiple channels such as phone, email, chat, dispute handling, and account support.
• Supervise third-party vendors and outsourced services via performance tracking, quality control, and operational assessments.
• Drive support infrastructure modernization including contact center platforms, CRM and ticketing systems, knowledge management, and automation implementations.
• Develop and apply AI-assisted support strategies targeting automation opportunities while ensuring compliance and customer trust.
• Lead internal and external teams by building scalable organizational structures, career pathways, and robust performance frameworks.
• Collaborate with compliance units to align operations with relevant regulatory, security, and industry standards.
• Establish escalation protocols among support, engineering, product, and client teams to improve process efficiency and clarify accountability.
• Identify recurring operational issues and partner with internal teams to deploy sustainable improvements.

Candidate Requirements

• Minimum 8 years of leadership experience in client operations, support, or service delivery within fintech, payments, SaaS, or regulated tech environments.
• Proven expertise managing technical incident responses for enterprise customers including preparing detailed root cause analyses.
• Strong client account management skills, including effective communication with executives of high-profile enterprise clients.
• Experience overseeing support teams, contact centers, and third-party vendors.
• In-depth knowledge of payments operations including transaction lifecycles, dispute resolution, AML/KYC, regulatory compliance, and PCI DSS.
• Hands-on experience with operational platform implementation or migration such as CCaaS, CRM, telephony, ticketing, or AI-powered support tools.
• Demonstrated track record scaling teams, optimizing operational frameworks, and managing organizational growth.
• Technical familiarity with APIs, payment processing workflows, and troubleshooting platform functionalities.
• Strong analytical capabilities for creating reporting frameworks and making data-driven decisions.
• Experience with tools like Zoho, Jira, Metabase or similar operational software.
• Knowledge of AI-based support agents and automation technology.
• Excellent communication skills, including presentations to executives, incident reporting, operational reviews, and documentation.
• Ability to challenge existing assumptions, manage expectations effectively, and offer pragmatic operational guidance.
• Bachelor’s degree in business, engineering, technology, or related field, or equivalent professional experience.

Benefits and Work Environment

• Competitive salary package reflective of experience and contributions.
• Fully remote working setting offering flexible schedules with a results-focused approach.
• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Paid leave and initiatives promoting a healthy work-life balance.
• Responsibility for leading essential operational projects with significant visibility and impact.
• Direct interaction with senior leadership and participation in strategic decision processes.
• Exposure to a high-growth setting with chances to lead transformative operational developments.
• Access to continuous learning, mentorship, and professional development opportunities.
• Engagement with cutting-edge fintech and AI-supported technologies.
• An inclusive workplace culture that values collaboration and diverse ideas.