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. ### Accountabilities: - 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 collaborat…