Client Services Manager
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What you'll do
- 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.
What they're looking for
- 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.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Client Services Manager
"Building financial foundations for families to empower them today and leave a legacy for tomorrow.”
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.
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.
Qualifications:
- 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.
What Experior Financial Group Inc. can offer you:
- Competitive compensation and a comprehensive total rewards package, including an employee group savings program, and group benefits coverage (health, vision, dental, disability, and life insurance), as well as access to mental health supports and an Employee Assistance Program.
- Growing organization with long-term career opportunities.
- Remote opportunities available.
- Ongoing training and development to help you grow your skills.
- Opportunity to work alongside experienced industry professionals and leaders.
- Collaborative, supportive team environment where your contributions are recognized and valued.
- Culture built on integrity, respect, and continuous improvement.
Pay Range - $75,000.00 - $80,000.00/yr
The compensation range reflects a data-driven estimate of starting base pay for full-time (40 hours per week) employment. Individual pay may vary based on geographic location, job related skills, knowledge, experience, education etc.
Accessibility and Accommodation
Accommodations are available throughout the recruitment and selection process for applicants with disabilities. If you require accommodation at any stage of the recruitment process, please notify us and we will work with you to meet your needs.
Artificial Intelligence
No artificial intelligence (AI) is used to screen, assess, or select applicants for this position.
Vacancy Status
Experior Financial Group Inc. is committed to job posting transparency. This posting is for an existing vacant role within the organization.
Experior Financial Group Inc. has been certified a Great Place to Work 2025-2026!
Company
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