ASI-Call Centre Operations - Manager, Client Experience & Reconciliation

Accerta•Toronto, ON

19d•CA$70,000 - CA$100,000•Hybrid

About The Position

The Manager, Client Experience & Reconciliation supports the effective handling of escalations and reconciliation activities across multiple Accerta programs. This role combines operational oversight with direct engagement, working closely with clients, families, and service providers to understand concerns, communicate updates, and guide timely resolution. The Manager oversees the intake, triage, investigation, and documentation of complex issues while ensuring that reconciliations of funding allocations, claims, disbursements, and reimbursements are accurate and aligned with internal systems and reporting requirements. Operating in a high‑volume, detail‑oriented environment, the Manager helps maintain strong internal controls, supports audit readiness, and contributes to transparent, reliable processes that uphold Accerta’s service and compliance standards. Aligned with Accerta’s commitment as a certified B Corporation, this role supports Accerta’s social purpose by strengthening the reliability and transparency of escalation and reconciliation processes that enable equitable access to publicly funded services. The Manager reinforces B Corp principles of accountability, transparency, equity, and social purpose through strong documentation practices, accurate data stewardship, clear communication, and outcomes that are respectful and fair for participants, stakeholders, and partner organizations.

Requirements

3+ years of people-leadership experience with demonstrated success coaching and developing teams in a high-volume, deadline-driven environment.
Experience leading escalations, complex case resolution, or exceptions management in a regulated operational setting.
Strong reconciliation/financial operations capability including variance analysis, data validation, and internal controls; ability to identify discrepancies and implement practical solutions.
Excellent analytical, problem-solving, and decision-making skills with high attention to detail.
Strong written and verbal communication skills; able to explain technical/financial issues in plain language and maintain clear, transparent documentation.
Proficiency with Microsoft 365 (especially Excel) and experience with CRM/case management and financial/ERP systems; automation tools are an asset.
Skilled at handling multiple priorities simultaneously and maintaining composure in high-pressure situations demonstrates strong abilities in planning, prioritizing, and coordinating with stakeholders.
Post-secondary education in Business Administration, Operations, Finance, or an equivalent combination of education and relevant experience.

Nice To Haves

automation tools are an asset

Responsibilities

Lead, develop, and manage a team, overseeing hiring, onboarding, coaching, workload management, and performance management to ensure consistent, timely, and high‑quality outcomes.
Engage directly with clients, families, and providers to understand concerns, communicate updates, and support resolution of escalated or reconciliation‑related issues with professionalism and clarity.
Lead the escalation function: intake, triage, investigation, documentation, and resolution of complex cases and exceptions; ensure consistent outcomes, clear decision records, and adherence to applicable policies and standards.
Establish and maintain escalation workflows, resolution standards, and documentation requirements; identify recurring drivers and implement prevention strategies to reduce repeat escalations.
Perform or oversee daily/weekly/monthly reconciliations of funding allocations, claims, disbursements, and reimbursements; ensure alignment across internal systems, required reporting, and banking/payment records.
Investigate discrepancies, variances, and errors; conduct root cause analysis and coordinate resolution with Finance, Operations, Technology, and partner organizations as required.
Strengthen internal controls and data quality by implementing corrective and preventive actions; maintain audit‑ready documentation and strong audit trails for reconciliation and escalation outcomes.
Develop and monitor operational measures (e.g., volume, aging, turnaround time, error rates, rework, recurring drivers); prepare and deliver regular reporting to leadership on trends, risks, and improvement actions.
Support audits, compliance reviews, and system testing (UAT) related to reconciliation and escalation processes; validate outcomes and ensure follow‑up actions are completed.
Contribute to continuous improvement initiatives (process mapping, SOPs/job aids, automation opportunities) to improve efficiency, reliability, and transparency across escalation and reconciliation workflows.
Embed Certified B Corp principles in day‑to‑day leadership by promoting accountability, transparency, equity, and social purpose; model Accerta values in communication, collaboration, and decision‑making.
Other duties as assigned.

Benefits

Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
Opportunities to increase your earnings.
in a company that promotes from within.
Time off to volunteer within our community
working environment with a laptop and two monitors.
A one-time payment of $750 included in the employee's first paycheck.
Access to Mental Health on Demand for employees and their dependents.
Includes Employee Assistance Program services.
Up to 8 hours of paid time off annually to volunteer in your community.
Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
Tuition reimbursement for post-graduate courses, upon prior approval.
Employees can earn a $1,500 reward for successful referrals of other employees.