Experiorfinancial

Client Services Manager

Canada · Full-time

Sponsorship not specified$75k-$80kDetected 7 days ago

AccessibilityProject ManagementAccountingProcess ImprovementPerformance ManagementLeadershipCommunicationProblem Solving

About the role

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.
Oversee all policy servicing functions including AOR changes, Letters of Direction, ownership changes, beneficiary changes, carrier transfers, orphan policy management, and policy maintenance requests.
Serve as the primary escalation point for complex servicing issues, carrier concerns, agent complaints, and cross-functional operational challenges.

Lead, coach, and develop the Client Services team through hiring, onboarding, training, performance reviews, development planning, and employee engagement initiatives.
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.
Utilize dashboards, reporting, and business intelligence tools to support data-driven decision-making.
Experior Financial Group is looking for a strategic, results-driven Client Services Manager to lead and continuously elevate our Client Services department.
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.

3+ years of leadership or management experience.
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.
5 - 7 years of progressive experience in life insurance, insurance operations, wealth management, or financial services operations.
Strong knowledge of life insurance policy servicing practices and carrier requirements.
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 a n 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.

Develop annual departmental goals, workforce plans, service strategies, and operational roadmaps aligned with corporate objectives.

Create agent education resources and communication processes designed to reduce servicing errors and incomplete submissions.
"Building financial foundations for families to empower them today and leave a legacy for tomorrow."

This listing is sourced directly from Experiorfinancial's careers page and normalized into a canonical job model.