Client Services Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Services Manager based in Canada.

This role offers an exciting opportunity to lead and transform client service operations within a growing financial services environment.
You will oversee end-to-end policy servicing activities, enhance operational efficiency, and drive initiatives that improve both client and advisor experiences.
The position combines strategic leadership, process optimization, and people management, with a strong focus on scalability, innovation, and service excellence.
Working closely with cross-functional teams and external partners, you will help shape operational strategies and implement technology-driven improvements.
This is an ideal opportunity for an experienced leader who enjoys building high-performing teams and delivering meaningful organizational impact.
You will play a key role in fostering a culture of accountability, continuous improvement, and exceptional service delivery.

• Lead, coach, and develop the Client Services team through recruitment, onboarding, training, performance management, and employee engagement initiatives.
• Define departmental objectives, workforce plans, service strategies, and operational roadmaps aligned with broader business goals.
• Oversee all policy servicing functions, including policy maintenance, ownership changes, beneficiary updates, carrier transfers, and related servicing activities.
• Monitor workloads, staffing requirements, and capacity planning to ensure service levels are maintained during periods of growth.
• Act as the primary escalation point for complex client service issues, operational challenges, and partner concerns.
• Build and maintain strong relationships with external partners to improve service quality and operational effectiveness.
• Collaborate with internal teams across operations, compliance, finance, technology, and leadership to support seamless service delivery.
• Develop and maintain standard operating procedures, workflows, training resources, and knowledge documentation.
• Lead operational improvement initiatives focused on increasing efficiency, reducing cycle times, and enhancing scalability.
• Identify and implement automation, AI, and technology solutions that improve productivity and service experiences.
• Establish quality assurance processes, conduct audits, analyze trends, and implement corrective actions where necessary.
• Ensure compliance with regulatory requirements, privacy standards, and internal policies while mitigating operational risks.
• Utilize reporting tools, dashboards, and performance metrics to support data-driven decision-making and executive reporting.
• Develop educational resources and communication strategies that improve service accuracy and reduce operational errors.

Requirements:

• 5–7 years of progressive experience within life insurance, financial services, wealth management, or related operational environments.
• Minimum of 3 years of leadership or management experience overseeing service or operations teams.
• Strong understanding of life insurance policy servicing practices and industry requirements.
• Proven experience managing KPIs, service level agreements, operational reporting, and team performance metrics.
• Experience leading operational transformation initiatives and implementing process improvements.
• Familiarity with workflow automation technologies, AI tools, and digital transformation initiatives.
• Strong knowledge of servicing processes across multiple external partners and operational frameworks.
• Excellent written and verbal communication skills, with strong organizational and project management capabilities.
• Demonstrated analytical, problem-solving, and decision-making skills.
• Experience developing standard operating procedures, training materials, and operational documentation.
• Ability to work collaboratively across multiple departments and manage competing priorities effectively.
• Must reside in and be legally authorized to work in Canada.

Benefits:

• Competitive annual salary ranging from $75,000 to $80,000, depending on experience and qualifications.
• Comprehensive group benefits package including health, dental, vision, disability, and life insurance coverage.
• Employee group savings program.
• Access to mental health resources and an Employee Assistance Program.
• Fully remote work opportunities within Canada.
• Ongoing training and professional development programs.
• Long-term career growth opportunities within an expanding organization.
• Opportunity to collaborate with experienced industry professionals and leadership teams.
• Supportive and collaborative work environment that values employee contributions.
• Inclusive culture centered on integrity, respect, innovation, and continuous improvement.