What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Manager, Client Services. Could It Be You?

The purpose of the Manager, Client Services is to lead and manage the operational activities within the Client Services department.

The Manager, Client Services plans and develops systems and procedures to improve the operating quality and efficiency of the Client Services department. They monitor service quality to ensure issues are resolved efficiently and effectively, and assess reports on team metrics to identify inefficiencies and opportunities for improvement. In addition, the Manager, Client Services acts as a key escalation point for client complaints and complex issues.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Manage the operational activities of the departments to include: staffing levels, staff replacement recommendations, and workload distribution.
• Plan, develop, and implement systems and procedures to consistently improve the operating quality and efficiency of the department and service delivery.
• Analyze and document business processes and operational problems. Develop and champion innovative, scalable solutions to enhance departmental efficiencies and client satisfaction.
• Coordinate and implement approved solutions derived from process analysis, continuous improvement initiatives, and general department projects.
• Direct and guide Supervisory staff in the development, analysis, and preparation of key operational and performance reports
• Assume full ownership of all departmental results and metrics, including productivity, quality, and client satisfaction targets. Proactively monitor, analyze, and report on key performance indicators (KPIs).
• Develop and execute effective recovery plans to swiftly address performance gaps and restore metrics to target levels, ensuring consistent achievement of department goals.
• Clearly establish and communicate departmental goals and individual Supervisor goals, ensuring alignment with organizational strategy.
• Regularly communicate with Managers and Directors on departmental operations, activities, performance against goals, and proposed solutions for improvement.
• Supervise, coach, and provide career development advice to supervisory staff, fostering a culture of continuous growth and high performance.
• Mentor Supervisory staff on effective team leadership, conflict resolution, performance management, and motivational techniques for front-line agents.
• Provide periodic formal and informal performance feedback to Supervisors and support them in delivering effective feedback to their teams.
• Collaborate strategically with Human Resources to proactively identify staffing needs, conduct interviews, and hire new staff and Supervisors.
• Ensure all staff management is conducted in strict accordance with company policies and procedures.
• Assist Supervisory staff in the resolution of complex, high-risk, or out-of-policy operational problems and client escalations.
• Approve requests for overtime as required, ensuring proper balance between operational need and budget control.
• Schedule and conduct effective department and Supervisor meetings to communicate strategy, share best practices, and review performance.
• Maintain a high degree of flexibility and commitment, recognizing that the role requires working beyond standard business hours, including evenings and weekends, when critical operational needs, escalations, or service demands necessitate it.
• Act as an escalation point for client issues and operational incidents, ensuring timely and professional resolution.
• Foster a work environment that encourages teamwork, open communication, and an unwavering focus on client success.

So are YOU our next Manager, Client Services? You are if you…

• Have a post secondary degree/diploma in related field
• Have 3+ years' financial services industry experience
• Have 3+ years' experience in a people management role
• Have 5+ years' experience in Client Services
• Have completed CSC and CPH
• Have demonstrated ability to lead, mentor, and develop supervisory staff, fostering a high-performance culture.
• Are capable of building team engagement, managing performance, and guiding leaders in conflict resolution and motivational techniques.
• Have strong aptitude for analyzing complex operational workflows, identifying inefficiencies, and designing, planning, and implementing innovative and scalable solutions to improve quality and efficiency.
• Have expertise in monitoring, analyzing, and reporting on key performance indicators (KPIs).
• Use data to assume full ownership of departmental results, identify performance gaps, and develop effective recovery plans.
• Are comfortable acting as a key point of escalation, demonstrating advanced problem-solving skills to resolve complex, high-risk, or out-of-policy client and operational issues efficiently and professionally.
• Have a deep-seated focus on client success, ensuring all departmental activities, procedures, and escalations are handled with the client experience as a top priority.
• Have excellent communication skills to clearly articulate departmental goals, report on performance to senior leadership, collaborate effectively with partners like HR, and conduct productive team meetings.
• Maintain a high degree of flexibility and commitment to meet critical operational needs, including working beyond standard hours. Demonstrates resilience in managing performance gaps and a fast-paced environment.
• Take full ownership of departmental goals, metrics, and outcomes. Proactively drives the team toward achieving targets for productivity, quality, and client satisfaction.

Sounds like you? Click below to apply!

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