Client Services Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, mentor, and enhance the Client Services team through initiatives involving hiring, onboarding, training, performance evaluations, development strategies, and employee engagement.

• Formulate annual departmental objectives, workforce strategies, service plans, and operational frameworks that align with corporate goals.

• Supervise all policy servicing activities, including AOR modifications, Letters of Direction, changes in ownership, beneficiary updates, carrier transfers, orphan policy management, and maintenance requests.

• Assess workloads, staffing needs, and capacity planning to ensure service standards are upheld during growth phases.

• Act as the primary escalation contact for intricate servicing challenges, carrier issues, agent grievances, and cross-departmental operational hurdles.

• Cultivate strong relationships with carriers and collaborate on enhancements that improve both client and agent experiences.

• Collaborate with Contracting, New Business, Commissions, Broker Support, Compliance, IT, Accounting, and Leadership teams.

• Create, document, and sustain SOPs, workflows, training resources, knowledge articles, and carrier reference materials.

• Lead initiatives aimed at process improvements that focus on shortening cycle times, boosting accuracy, and enhancing scalability.

• Identify, assess, and implement AI, automation, and technology solutions that enhance efficiency and service delivery.

• Set quality assurance benchmarks, audit completed tasks, recognize trends, and apply corrective measures.

• Ensure adherence to carrier standards, privacy laws, and company policies while minimizing operational risks.

• Leverage dashboards, reporting, and business intelligence tools to facilitate data-driven decision-making.

• Develop educational resources for agents and communication protocols designed to minimize servicing errors and incomplete submissions.

• Provide executive leadership with KPI reports, insights, forecasts, and strategic initiatives.

⛳️ Requirements

• 5 - 7 years of progressive experience in life insurance, insurance operations, wealth management, or financial services operations.

• 3+ years of leadership or management experience.

• Strong understanding of life insurance policy servicing practices and carrier requirements.

• Experience in managing KPIs, SLAs, operational reporting, and team performance.

• Proven track record in leading operational transformation initiatives.

• Familiarity with workflow automation tools and AI technologies.

• Knowledge of servicing requirements and procedures across multiple carriers.

• Excellent written, verbal, organizational, and project management abilities.

• Strong analytical, problem-solving, and decision-making skills.

• Experience in developing SOPs and operational documentation.

• Must reside in Canada and have authorization to work there.

🏝️ Benefits

• Competitive salary and a comprehensive total rewards package.

• Employee group savings program.

• Group benefits coverage including health, vision, dental, disability, and life insurance.

• Access to mental health resources and an Employee Assistance Program.

• Ongoing training and development opportunities to enhance your skills.

• Chance to collaborate with experienced industry professionals and leaders.

• A collaborative and supportive team environment where your contributions are acknowledged and valued.

• A culture built on integrity, respect, and continuous improvement.