Client Services Manager

🔥 16 minutes ago

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Experior Financial Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

💸 Finance

👥 B2C

Finance • B2C

Experior Financial Group is a Canadian managing general agency and financial services company that connects licensed associates with clients to provide insurance and investment solutions. The company offers life, health, travel, critical illness, disability, and funeral insurance, along with investment products such as segregated funds, RRSPs, RRIFs, and TFSAs, and retirement planning services. Experior operates a unique “Tri‑Brid” MGA model, proprietary Experior Financial Analysis (EFA) software and a CRM for agents, and recruits and trains associates across Canada and the USA.

📋 Description

• 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

🎯 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.

🏖️ Benefits

• Competitive compensation and a comprehensive total rewards package • Employee group savings program • Group benefits coverage (health, vision, dental, disability, and life insurance) • Access to mental health supports and an Employee Assistance Program • 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