Client Services Manager

Experior Financial

23h • CA$75,000 - CA$80,000 • Remote

About The Position

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.

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 knowledge of life insurance policy servicing practices and carrier requirements.
• Experience managing KPIs, SLAs, operational reporting, and team performance.
• Experience leading operational transformation initiatives.
• Experience with workflow automation tools and AI technologies.
• Knowledge of multiple carrier servicing requirements and procedures.
• Excellent written, verbal, organizational, and project management skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Experience developing SOPs and operational documentation.
• Must reside and be authorized to work in Canada.

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.
• Establish quality assurance standards, audit completed work, identify trends, and implement corrective actions.
• Ensure compliance with carrier requirements, privacy regulations, and company policies while mitigating operational risk.
• Utilize dashboards, reporting, and business intelligence tools to support data-driven decision-making.
• Create agent education resources and communication processes designed to reduce servicing errors and incomplete submissions.
• Provide executive leadership with KPI reporting, recommendations, forecasts, and strategic initiatives.

Benefits

• Competitive compensation
• Comprehensive total rewards package
• Employee group savings program
• Group benefits coverage (health, vision, dental, disability, and life insurance)
• Access to mental health supports
• Employee Assistance Program
• Ongoing training and development
• Collaborative, supportive team environment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed