bamboohr
Client Services Manager
Experior Financial
Remote, CAN
Full-time
Senior · 5+ years experience
Remote
CAD 75000-80000 yearly / year
Discovered 3 weeks ago
Free
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Client Services Manager
"Building financial foundations for families to empower them today and leave a legacy for tomorrow .”
Experior Financial Group is looking for a strategic, results-driven Client Services Manager to lead and continuously elevate our Client Services department.
This role holds end-to-end accountability for policy servicing operations, carrier relationships, service delivery, and team performance, with a strong focus on operational excellence, automation, and the overall agent experience.
The successful candidate will build a high-performing, technology-enabled team capable of delivering timely, accurate, and scalable support across the full policy servicing lifecycle , while cultivating a culture of accountability, innovation, and continuous improvement.
Responsibilities
- Lead, coach, and develop the Client Services team through hiring, onboarding, training, performance reviews, development planning, and employee engagement initiatives.
- Develop annual departmental goals, workforce plans, service strategies, and operational roadmaps aligned with corporate objectives.
- Oversee all policy servicing functions including AOR changes, Letters of Direction, ownership changes, beneficiary changes, carrier transfers, orphan policy management, and policy maintenance requests.
- Monitor workloads, staffing requirements, and capacity planning to ensure service levels are maintained during periods of growth.
- Serve as the primary escalation point for complex servicing issues, carrier concerns, agent complaints, and cross-functional operational challenges.
- Build strong carrier relationships and collaborate on improvements that enhance the client and agent experience.
- Partner with Contracting, New Business, Commissions, Broker Support, Compliance, IT, Accounting, and Leadership teams.
- Develop, document, and maintain SOPs, workflows, training materials, knowledge articles, and carrier reference guides.
- Lead process improvement initiatives focused on reducing cycle times, increasing accuracy, and improving scalability.
- Identify, evaluate, and implement AI, automation, and technology solutions that improve efficiency and service delivery.
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